Senior Director, Operational Excellence

How you’ll make an impact

• Build and lead a high-performing Operational Excellence organization spanning Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.
• Develop the long-term strategy, organizational design, operating rhythms, and performance management framework for the Operational Excellence function.
• Establish scalable processes for identifying, investigating, tracking, and resolving operational issues while ensuring appropriate governance and accountability.
• Create and oversee complaint management programs that drive timely resolution, root-cause identification, trend analysis, and continuous improvement.
• Lead the strategy and execution for identity theft investigations and credit dispute operations, ensuring compliance with applicable regulatory requirements and customer protection standards.
• Design and mature a quality control program that evaluates operational performance, identifies process gaps, and drives measurable improvements in customer and business outcomes.
• Partner with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations leaders to strengthen operational controls and mitigate emerging risks.
• Develop executive-level reporting, dashboards, and governance mechanisms to provide visibility into operational health, customer experience, and risk trends.
• Drive a culture of accountability, operational rigor, and continuous improvement through data-driven decision making.
• Recruit, develop, and mentor leaders and team members while fostering an inclusive, high-performance environment.
• Lead large-scale operational improvement initiatives that improve efficiency, reduce risk, and enhance the customer experience.

Minimum 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.

Preferred Qualifications

• 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.