Head of Customer Operations

Job description

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 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! 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 elev…