Head of Borrower Success
Core
Lead and evolve Borrower Success operations, managing internal leaders and external vendor partners to improve the borrower experience across chat, phone, and email channels.
Role type
Senior leadership customer operations manager (borrower success)
Builds
Scaled borrower support programs and operational systems for a digital-first AI lending marketplace
Domain
Financial services / Consumer lending / Customer experience
Required skills
Leading customer support operations, managing managers, vendor operations management, operational performance and quality control, regulatory compliance in lending, data-driven root cause analysis, cross-functional partnership
Preferred skills
Generative AI for customer support, scaling quality assurance frameworks, workflow automation, partnering with Product and Engineering
Technologies
Generative AI, operational data tools, support automation platforms
Responsibilities
Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email; Establish consistent performance management, coaching, and quality frameworks; Use operational data to identify trends and prioritize improvements; Strengthen operational controls and quality programs; Partner with Product and Engineering to reduce avoidable borrower contacts; Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows.
Seniority
Senior, hands-on IC with leadership scope
