Head of Borrower Success

Responsibilities

• Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email.
• Own service levels, quality, productivity, compliance, staffing, and cost efficiency.
• Establish performance management, coaching, and quality frameworks across teams and vendor sites.
• Use operational data and reporting to identify trends, diagnose root causes, and prioritize improvements.
• Strengthen operational controls and quality programs to reduce errors and improve compliance.
• Partner with Product and Engineering to reduce avoidable contacts, simplify borrower journeys, expand self-service, and improve support tooling and automation.
• Collaborate with Analytics, Compliance, Product, Engineering, and other cross-functional partners to improve workflows and the end-to-end borrower experience.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 4+ years of experience leading customer support, customer experience, servicing, or related operations.
• Experience managing managers and leading scaled, multi-channel customer operations.
• Experience managing outsourced vendor operations, including service levels, quality, staffing, compliance, or cost performance.
• Experience owning operational performance and quality or control programs in a regulated or similarly complex environment.

Nice-to-haves

• Knowledge of regulatory and compliance requirements in consumer lending, servicing, collections, banking, or another regulated financial services environment.
• Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience.
• Experience building or scaling quality assurance frameworks, operational systems, or workflow automation.
• Ability to use operational data to identify root causes and translate findings into measurable improvements.
• Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows.

Compensation and Benefits

• Anticipated base salary range: $128,100–$177,300 USD.
• Target bonuses, equity compensation, and benefits including medical, dental, vision, retirement plans with company match, ESPP, paid time off, family and parental leave, wellness resources, and productivity allowances.