[All remote jobs](https://jobicy.com/jobs.md)[![Happy Money logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/02/WRILS-210209211710-694513.jpg)](https://jobicy.com/company/happy-money.md)[Happy Money](https://jobicy.com/company/happy-money.md) # Head of Customer Operations Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/happy-money.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 200k–225k / yrDepartment[Product & Operations](https://jobicy.com/categories/management.md)EmploymentFull TimeExperienceDirectorPublished23 Oct 2026Apply before22 Nov 2026Listing views34Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Happy Money is hiring a Head of Customer Operations to own loan fulfillment, customer experience, and collections for its consumer-lending platform. Reporting to the COO, this executive will lead operational strategy, teams, vendor relationships, risk controls, and process improvements across the applicant-to-repayment lifecycle. Core priorities include improving verification efficiency, application-to-funding pull-through, collections outcomes, and borrower satisfaction. The role requires deep consumer-lending operations expertise, senior people leadership, and close collaboration with Risk, Compliance, Product, Engineering, and Finance. This is a US-based distributed role with quarterly domestic or international vendor and BPO travel. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a high-stakes executive operations role in regulated consumer lending, with end-to-end accountability for collections, servicing, verification, customer experience, vendors, and risk controls. Success requires both strategic leadership and hands-on execution across complex, interdependent operational metrics. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$212,500US market range (per year)$190k–$260k0$286k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The stated base salary is $200,000–$225,000 USD per year, with a midpoint of $212,500. The annual cadence is inferred from the senior US full-time role and the scale of the stated base-pay range. Estimated US market compensation for a comparable head of customer operations role in consumer lending/fintech is approximately $190,000–$260,000 per year in base salary; bonus and equity may be additional. ## Core skills Skills and capabilities most closely associated with this opportunity. [Consumer lending operations](https://jobicy.com/jobs?search_keywords=Consumer%20lending%20operations.md)[Loan servicing](https://jobicy.com/jobs?search_keywords=Loan%20servicing.md)[Collections strategy](https://jobicy.com/jobs?search_keywords=Collections%20strategy.md)[Verification processes](https://jobicy.com/jobs?search_keywords=Verification%20processes.md)[Fraud prevention](https://jobicy.com/jobs?search_keywords=Fraud%20prevention.md)[Customer experience](https://jobicy.com/jobs?search_keywords=Customer%20experience.md)[Operational strategy](https://jobicy.com/jobs?search_keywords=Operational%20strategy.md)[Risk management](https://jobicy.com/jobs?search_keywords=Risk%20management.md)[Regulatory compliance](https://jobicy.com/jobs?search_keywords=Regulatory%20compliance.md)[Vendor management](https://jobicy.com/jobs?search_keywords=Vendor%20management.md)[Process optimization](https://jobicy.com/jobs?search_keywords=Process%20optimization.md)[Operational analytics](https://jobicy.com/jobs?search_keywords=Operational%20analytics.md)[AI automation](https://jobicy.com/jobs?search_keywords=AI%20automation.md)[People leadership](https://jobicy.com/jobs?search_keywords=People%20leadership.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsHow have you improved application-to-funding conversion while maintaining appropriate fraud and credit-risk controls?I start by mapping the complete funnel and segmenting abandonment, verification failures, manual-review volume, and funding outcomes by channel and applicant profile. I prioritize changes that remove unnecessary friction while preserving controls, such as better document capture, automated data validation, risk-based verification paths, and clear applicant communications. Each change is tested against conversion, loss, fraud, compliance, and customer-experience metrics before scaling. What metrics would you use to manage collections performance in a consumer-lending organization? I would use delinquency and roll-rate trends, cure rates, liquidation rates, right-party contact rates, promise-to-pay kept rates, cost to collect, complaint rates, recovery by treatment, and agent or vendor productivity. I would also monitor customer outcomes and compliance indicators to ensure stronger recoveries do not create unfair or harmful practices. These metrics should be reviewed by portfolio segment and channel to identify actionable performance differences. Describe your approach to managing third-party operations vendors and BPO partners. I establish explicit service-level agreements, operational scorecards, escalation paths, quality standards, compliance requirements, and regular business reviews. Vendor performance should be tied to measurable outcomes such as contact quality, verification turnaround, collections results, customer satisfaction, and audit findings. I also maintain contingency plans and routinely validate that vendor incentives align with customer and company outcomes. How would you introduce AI agents or automation into loan operations responsibly? I would begin with well-defined, high-volume workflows such as document classification, case routing, knowledge assistance, quality review, or customer-service triage. Every use case needs clear ownership, human escalation paths, testing for accuracy and bias, auditability, security controls, and measurement against operational and customer metrics. In regulated lending, automation should augment sound controls rather than bypass decision governance or compliance review. How do you build an accountable, high-performing operations leadership team in a distributed environment? I align leaders around a concise operating plan with clear outcomes, decision rights, leading indicators, and transparent weekly and monthly review rhythms. I invest in coaching, succession planning, and consistent feedback while making cross-functional dependencies visible early. In a distributed organization, written communication, documented decisions, and predictable performance cadences are especially important for maintaining execution quality. Opportunity details ## About this role. ### ABOUT HAPPY MONEY Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience that simplifies borrowing for consumers and helps credit unions, banks and asset managers diversify balance sheets and scale with confidence. Happy Money’s end-to-end loan origination and participation programs provide partners with turnkey access to high-performing assets, underpinned by disciplined credit expertise and robust risk management. Together with its lending partners, Happy Money has originated more than $7 billion in loans to help nearly 350,000 people take greater control of their financial futures. Learn more at happymoney.com. View our [Employee Privacy Policy](https://drive.google.com/file/d/1PlDoDVlGPfcmkNK5meAmsnFV6DVuiypG/view?usp=sharing) here. Happy Money is a 100% fully distributed company based in the United States. Remote work doesn’t mean less work, we work full-time jobs and show up to them fully every day. To learn more about our values and the way we work, review our [Happy Money Way Overview!](https://drive.google.com/file/d/1wtjH-1Y9UDgAGX_5AjcSvF3y08zf3t1M/view) ### ABOUT THE ROLE We are seeking an execution-focused Head of Customer Operations to lead our Loan Fulfillment, Customer Experience, and Collections teams. Reporting directly to the Chief Operations Officer you will have full ownership of the entire operations function, including managing operational teams, driving initiatives to enhance efficiency and effectiveness, optimizing the applicant experience, and overseeing key third-party vendor relationships. This role is instrumental in delivering a seamless, secure, and highly efficient lending experience, with significant emphasis placed on collections effectiveness, streamlining the applicant verifications process, and driving improvements in application-to-funding pull-through rates. You’ll ensure robust risk controls, continuously improve operational processes, and collaborate cross-functionally to scale operations and implement strategies that balance growth, efficiency, customer satisfaction, and rigorous risk management. ### RESPONSIBILITIES * Own and Drive Operational Strategy: Define, track, and evolve critical performance metrics across operations, prioritizing scalability, efficiency, and execution. Proactively optimize processes that enhance verification efficiency, increase pull-through rates, and elevate the applicant and borrower experience. * Optimize Loan Application and Verification Processes: Lead efforts to streamline and accelerate the application-to-funding journey. Implement best-in-class verification processes that reduce friction, increase conversion, and support scalable growth. * Enhance Collections and Servicing: Lead the development and continuous refinement of collections strategies to improve performance , reduce losses, and maintain exceptional customer interactions throughout the repayment lifecycle. * Elevate the Customer and Applicant Experience: Advocate strongly for the Voice of the Customer, ensuring every interaction—from initial application to loan servicing—is frictionless and supportive. Continuously measure and enhance customer satisfaction while balancing growth, risk, and operational efficiency. * Vendor and Partner Management: Fully own relationships with third-party service providers, ensuring vendors effectively support collections, underwriting verification processes, fraud detection, and customer service objectives. Ensure strong performance accountability with all external partners. * Build a Culture of Operational Excellence: Recruit, mentor, and develop operational leaders and their teams, creating a culture focused on accountability, execution, efficiency, and data driven decision making. * Collaborate Cross-Functionally: Actively collaborate with Risk, Compliance, Product, Engineering, and Finance teams to align operations with broader company objectives, ensuring seamless integration and execution of strategic initiatives. * Drive Process and Technology Improvements: Proactively identify and implement automation, be comfortable with implementing AI agents, and advanced analytics that significantly improve operational efficiency, pull-through rates, collections effectiveness, and the overall customer experience. * Ensure Compliance and Robust Risk Management: Maintain rigorous compliance practices and embed strong risk controls within loan operations, verifications, servicing, and collections. Note: This role requires quarterly in-person domestic/international travel for vendor and BPO visits. ### ABOUT YOU * 10+ years of experience in loan operations, servicing, verifications, and collections, with deep expertise in collections and proven experience optimizing verification processes and improving pull-through rates. * 5+ years of senior leadership experience managing high-performing operational teams, demonstrating success in developing talent and fostering accountability and high performance. * Track record of optimizing and scaling operations, specifically enhancing collections processes, verification efficiency, and application-to-funding conversion. * Strong experience overseeing operational processes related to fraud prevention, verification, and customer support, with demonstrated capability in balancing exceptional customer experiences with risk management and operational efficiency. * Proven ability to effectively balance growth initiatives with rigorous compliance and risk management in regulated financial environments. * Customer-focused mindset, ensuring all applicant and borrower interactions remain efficient, supportive, and frictionless throughout their lending journey. * Bachelor’s degree in Business, Finance, Operations Management, or related field required. * Experience in FinTech, consumer lending, personal loans, or high-growth financial services companies. ### BONUS POINTS FOR * Proven success scaling operations and successfully implementing AI-agents, whether internally developed or through partnerships. * Prior experience collaborating or working closely with credit unions, banks, or other financial institutions. ### BENEFITS & PERKS * Generous medical, dental, and vision insurance options * Eligible for Annual Bonus * 401k Plan with a matching contribution * Generous PTO including sick leave, vacation, volunteer, and more * 12 Weeks Paid Parental Leave * Company-paid short & long term disability and life insurance * Monthly tech stipend to help cover expenses for remote work * Happy Money is a 100% fully distributed workforce within the U.S. Base Salary Range $200,000—$225,000 USD Show more [Apply now >](https://jobicy.com/jobs/156494-head-of-customer-operations.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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