Senior Director, Operational Excellence

📋 Description

• Lead a multi-function Operational Excellence org across issue mgmt, complaints, identity theft, disputes, and quality control.
• Develop the long-term strategy, operating rhythms, and performance management for the function.
• Establish scalable processes to identify, investigate, track, and resolve operational issues with governance.
• Create complaint programs for timely resolution, root-cause analysis, and trend insights.
• Lead identity theft investigations and credit dispute operations with regulatory compliance and customer protection.
• Design and mature a quality control program to evaluate performance and drive improvements.

🎯 Requirements

• 12+ years of experience in operations, risk, complaint management, or related functions within financial services/fintech/banking.
• 7+ years of people leadership experience, including managing managers and leading multi-functional orgs.
• Experience building and scaling operational programs, teams, and governance in regulated environments.
• Experience leading customer complaint management, issue management, quality control, risk, compliance, or related ops.
• Experience developing and presenting operational performance metrics and executive-level reporting to senior leadership.
• Bachelor's degree or equivalent practical experience.

🎁 Benefits

• Competitive pay with annual equity grants and bonus opportunities.
• 401(k) or retirement plan with company match.
• Employee Stock Purchase Plan with discounted stock options.
• Comprehensive health, dental, vision coverage and wellness resources.
• Health Savings Account contributions (US only) and related benefits.
• PTO, sick leave, holidays, and paid family leave.