Senior Director, Operational Excellence

Role Description

The Senior Director, Operational Excellence will build and lead several high-impact functions, including:

• Issue Management
• Customer Complaints
• Identity Theft & Credit Disputes
• Quality Control

This leader will establish the strategy, operating model, and team structure needed to drive:

• Consistent execution
• Regulatory readiness
• Customer-centric outcomes
• Continuous improvement across Lending Operations

They will partner closely with Operations, Compliance, Legal, Risk, Product, and Engineering to:

• Identify root causes
• Strengthen controls
• Elevate operational performance

How you’ll make an impact:

• Build and lead a high-performing Operational Excellence organization.
• Develop the long-term strategy, organizational design, operating rhythms, and performance management framework.
• Establish scalable processes for identifying, investigating, tracking, and resolving operational issues.
• Create and oversee complaint management programs.
• Lead the strategy and execution for identity theft investigations and credit dispute operations.
• Design and mature a quality control program.
• Partner with various leaders to strengthen operational controls and mitigate emerging risks.
• Develop executive-level reporting, dashboards, and governance mechanisms.
• Drive a culture of accountability, operational rigor, and continuous improvement.
• Recruit, develop, and mentor leaders and team members.
• Lead large-scale operational improvement initiatives.

Qualifications

• 12+ years of experience in operations, operational risk, operational excellence, complaint management, quality assurance, compliance operations, or related functions within financial services, fintech, banking, lending, or consumer finance.
• 7+ years of people leadership experience, including managing managers and leading multi-functional organizations.
• Experience building and scaling operational programs, teams, and governance frameworks in a regulated environment.
• Experience leading customer complaint management, issue management, quality control, audit, risk, compliance, or related operational functions.
• Experience developing and presenting operational performance metrics and executive-level reporting to senior leadership.
• Experience driving cross-functional initiatives involving Operations, Product, Risk, Compliance, Legal, and Technology teams.
• Bachelor's degree or equivalent practical experience.

Requirements

• Experience leading Operational Excellence, Operational Risk, Complaint Management, Quality Assurance, or Control functions within a lending, banking, fintech, or consumer financial services organization.
• Experience supporting regulatory examinations, audits, remediation programs, and control enhancement initiatives.
• Knowledge of consumer protection regulations and operational risk management practices applicable to lending operations.
• Experience building issue management and root-cause analysis frameworks that drive measurable business outcomes.
• Experience leveraging automation, workflow tools, and data analytics to improve operational effectiveness and customer experience.
• MBA or other advanced degree.
• Experience operating in a high-growth technology or fintech environment.

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
• Retirement benefits, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually.
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees.
• Comprehensive health coverage, including medical, dental, vision, and wellness resources.
• Health Savings Account contributions for eligible plans.
• Income protection benefits, including life insurance and disability coverage.
• Paid time off, sick leave, and company holidays.
• Paid family and parental leave to support caregiving and major life moments.
• Family-centered benefits to support fertility, parenthood, and caregiving needs.
• Employee Assistance Program (EAP) offering mental health support and life-centered resources.
• Financial wellness resources, including access to financial planning tools.
• Annual wellness allowance for physical and emotional well-being.
• Annual productivity allowance for relevant tools and resources.
• Connection and community through team events and employee resource groups (ERGs).
• Onsite perks, including catered lunches and fully stocked micro-kitchens in select offices.