Senior Director, Servicing Operations

Responsibilities

• Set a 3-year vision and strategy for customer-facing servicing and back office fulfillment
• Manage daily operations, ensuring resolution speed, quality scores, cost efficiency, and associate engagement meet targets
• Develop a team culture that encourages retention and growth, both in-house and through partners
• Act as a key advisor to the SVP and senior leaders regarding servicing direction and strategy
• Utilize customer feedback to refine operations and consistently improve service standards
• Implement and monitor service level agreements with third-party partners ensuring accountability
• Act quickly to devise and execute remediation plans if targets are not achieved

Qualifications

• 10+ years leading contact center or back office servicing operations with both in-house and outsourced management experience
• 10+ years of people management, including developing managers to build their own teams
• Experience in a regulated financial services or fintech environment, understanding compliance and service operations
• Prioritize and achieve operational targets and implement swift remediation
• Strong influence and communication skills across all organizational levels
• Willingness to travel for team collaboration and site visits

Benefits

• Comprehensive benefits plan including health, dental, and vision insurance options
• Matching 401(k) program to support retirement savings
• Paid parental leave to support family needs
• Monthly wellness stipend promoting overall health
• Flexible spending account options for childcare and healthcare expenses
• Life and disability insurance coverage for added security
• Remote-first work environment allowing flexibility in location