Senior Director, Operational Excellence

About the Opportunity

This role sits within a mission-driven AI lending marketplace focused on making borrowing simpler, more affordable, and more accessible for Americans. The company uses advanced modeling and extensive data signals to improve credit decisions for millions of customers, while keeping the experience both highly intelligent and human-centered.

The organization works in a digital-first model, giving most employees the flexibility to perform well from home or another location that suits them, while still encouraging purposeful in-person collaboration through onsites, planning meetings, and team gatherings. Employees may work remotely or from an office, depending on what best supports their productivity and the team’s needs.

The company is not a staffing agency and is not the employer for this role. Clicking apply will route candidates to the company’s talent platform to review the role and hiring organization details.

Team and Role Overview

The Lending Operations team is responsible for delivering strong customer experiences while keeping operational controls robust throughout the lending lifecycle. As the business grows, the Operational Excellence function plays a central role in resolving customer issues, reducing risk, and continuously improving operational processes.

The Senior Director of Operational Excellence will establish and lead key capabilities across Issue Management, Customer Complaints, Identity Theft and Credit Disputes, and Quality Control. This leader will define the strategy, structure, and operating model for the function, with a focus on reliable execution, regulatory readiness, customer-first outcomes, and ongoing improvement. The role will work closely with Operations, Compliance, Legal, Risk, Product, and Engineering to uncover root causes, strengthen controls, and raise operational performance.

Key Responsibilities

• Set up and direct a high-performing Operational Excellence organization covering issue management, complaints, identity theft and credit disputes, and quality control.
• Shape the long-term roadmap, team structure, operating cadence, and performance management approach for the function.
• Build scalable processes to identify, investigate, track, and close operational issues with clear governance and accountability.
• Design complaint-handling programs that support prompt resolution, root-cause analysis, trend review, and ongoing improvements.
• Own the strategy and execution for identity theft investigations and credit dispute operations in line with regulatory and customer protection expectations.
• Create and scale a quality control program that assesses operational performance, identifies process gaps, and drives measurable gains.
• Partner with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations to improve controls and address new risks.
• Produce executive reporting, dashboards, and governance forums that give visibility into operational health, customer experience, and emerging risk patterns.
• Promote a culture of accountability, disciplined operations, and continuous improvement through data-led decisions.
• Hire, coach, and develop leaders and team members while building an inclusive, high-performing environment.
• Sponsor large operational improvement initiatives that increase efficiency, lower risk, and improve the customer journey.

Minimum Qualifications

• At least 12 years of experience in operations, operational risk, operational excellence, complaints, quality assurance, compliance operations, or a related function within financial services, fintech, banking, lending, or consumer finance.
• At least 7 years of people leadership experience, including leading managers and multi-disciplinary teams.
• Experience creating and expanding operational programs, teams, and governance structures in regulated settings.
• Background in complaint management, issue management, quality control, audit, risk, compliance, or similar operational disciplines.
• Experience building and presenting operational metrics and executive-level updates to senior leaders.
• Track record of driving cross-functional work with Operations, Product, Risk, Compliance, Legal, and Technology teams.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Prior leadership in Operational Excellence, Operational Risk, Complaint Management, Quality Assurance, or Control functions within lending, banking, fintech, or consumer finance.
• Experience supporting regulatory exams, audits, remediation efforts, and control enhancement programs.
• Working knowledge of consumer protection rules and operational risk practices relevant to lending operations.
• Experience building issue-management and root-cause frameworks that lead to measurable business improvements.
• Familiarity with automation, workflow systems, and analytics to improve effectiveness and customer experience.
• MBA or another advanced degree.
• Experience in a fast-growing technology or fintech environment.

Location and Work Style

This position is available remotely in the United States. The team works across East Coast and West Coast time zones. Most work can be done remotely, though employees are encouraged to spend quality time together in person through recurring onsite sessions. The typical onsite cadence varies by team and role, and most teams meet once or twice each quarter for 2 to 4 consecutive days.

For Canada-based roles, the company is not currently hiring in Quebec.

Compensation

The expected base salary range for this position in the United States is $198,000 to $275,000 USD per year. Final compensation will depend on location, role-specific experience, skills, and relevant education or training.

Benefits and Perks

• Competitive pay with bonus potential and annual equity grants that vest quarterly.
• Retirement support, including a 401(k) or Group Retirement Savings Plan with company matching of $2 for every $1 contributed, up to $15,000 per year.
• Employee Stock Purchase Plan with discounted stock purchase options for eligible employees.
• Medical, dental, vision, and wellness benefits for employees and their families.
• Health Savings Account contributions for eligible plans.
• Life insurance and disability coverage for financial protection.
• Paid vacation, sick leave, and company holidays, subject to local requirements.
• Paid family and parental leave.
• Support for fertility, parenting, and caregiving needs.
• Employee Assistance Program with mental health and life resources.
• Financial wellness tools and concierge support.
• Annual wellness allowance for physical, emotional, and personal development needs.
• Annual productivity allowance for tools and resources that help employees work effectively from anywhere.
• Team connection through events, company-wide updates, and employee resource groups.
• Onsite amenities such as catered lunches and stocked micro-kitchens.

Equal Opportunity

The company is committed to fair and inclusive hiring and supports equal opportunity employment.