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Salary: USD 200,000 - 225,000 / annual
Happy Money is a consumer finance company that empowers people to achieve their financial goals through simple, transparent loans funded by trusted financial institutions. The company operates a proprietary lending platform called Hive that delivers a fully digital borrowing experience for consumers while helping credit unions, banks, and asset managers diversify balance sheets and scale with confidence. Happy Money has originated over $7 billion in loans to nearly 350,000 people and operates as a fully distributed, remote-first company.
You will serve as Head of Customer Operations, reporting directly to the Chief Operating Officer with full ownership of the entire operations function. You will lead the Loan Fulfillment, Customer Experience, and Collections teams, driving initiatives to enhance efficiency and effectiveness while optimizing the applicant experience and overseeing key third-party vendor relationships.
Key responsibilities include defining and tracking critical performance metrics across operations with emphasis on scalability and execution; streamlining and accelerating the application-to-funding journey through best-in-class verification processes; developing and refining collections strategies to improve performance and reduce losses; advocating for the Voice of the Customer to ensure frictionless interactions from application through loan servicing; fully owning relationships with third-party service providers including collections, underwriting verification, fraud detection, and customer service partners; recruiting, mentoring, and developing operational leaders to foster a culture of accountability and data-driven decision making; collaborating cross-functionally with Risk, Compliance, Product, Engineering, and Finance teams; proactively identifying and implementing automation, AI agents, and advanced analytics to improve operational efficiency and pull-through rates; and maintaining rigorous compliance practices and robust risk controls throughout loan operations, verifications, servicing, and collections.
This role requires quarterly in-person domestic and international travel for vendor and BPO visits.
REQUIREMENTS:
- 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:
- 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
