Head of Customer Operations
Core
Own the end-to-end customer experience and act as the final decision-maker for escalated and sensitive matters in a fast-growing lender, turning individual escalations into systemic process fixes.
Role type
Senior leadership (Head of Customer Operations)
Builds
Customer-facing processes, decision frameworks, and automation/AI solutions for the lending journey
Domain
Fintech / Mortgage lending
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer operations leadership, end-to-end ownership of customer functions, root-cause analysis and process redesign, commercial judgement, team leadership and scaling, hands-on player-coach capability, written communication, comfort with modern tooling and automation
Preferred skills
Experience in high-growth startups, fintech, lenders or banks, experience with complaints, hardship or regulated dispute resolution frameworks (IDR, AFCA, NCCP)
Technologies
CRM, workflow tools, data platforms, AI
Responsibilities
Own the end-to-end customer experience from first contact through settlement and servicing; make final decisions on escalated and sensitive customer issues; root-cause escalations and implement structural fixes; lead and scale the Customer Operations team; partner with Product and Engineering to automate manual workarounds; represent the voice of the customer at the leadership level
Seniority
Senior, hands-on IC leader