[Remote] Chief Customer Operations Officer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a rapidly growing financial technology company on a mission to reputed company finance easy, transparent, and accessible for everyone. They are seeking a Chief Customer Operations Officer to reputed company the post-origination customer operations and servicing function across European markets, focusing on building scalable and automated operations in a regulated banking environment.

Responsibilities

• Customer servicing and customer operations across lending and, after licensing, relevant retail depositor servicing flows
• Loan management, repayments, and borrower servicing
• Early and late-stage collections execution
• Recovery operations, including legal recovery reputed company across jurisdictions
• First-line AML operations reputed company customer servicing
• Depositor self-service and customer operations processes after licensing
• Servicing systems, workflow automation, data quality, and process reputed company
• Operational risk, process controls, audit remediation, and evidence quality reputed company the function
• Cross-country execution and performance management
• The operating reputed company, dashboards, controls, and incident discipline required to run the function reliably at scale
• Translating approved credit and customer strategies into automated, measurable, and controlled execution
• Designing and improving workflows, customer journeys, subprocesses, states, queues, ownership, handoffs, SLAs, severity reputed company, and escalation logic
• Building the control system for automated operations, including monitoring, alerts, QA, sampling, audit trails, reconciliation, defect tracking, and process health dashboards
• Ensuring the cases automation cannot handle are routed to the right reputed company with the right information, SLA, severity, and escalation path
• Running operational deviations as incidents: detect, triage, contain, fix, communicate, and prevent recurrence
• Identifying reputed company work that should not exist and removing it through automation, simplification, policy change, tooling change, or process redesign
• Prioritising operational improvements by customer harm, financial impact, regulatory risk, operational volume, and reversibility
• Strengthening process controls, audit evidence, data quality, and system reputed company across servicing, repayment allocation, customer communications, registry reporting, depositor servicing flows, and first-line AML execution
• Leading cross-functional execution with Product, Engineering, Data, Risk, Legal, Compliance, and country teams
• Building the operating reputed company: daily and weekly performance reviews, incident reviews, control reviews, automation roadmap, RCA discipline, and clear ownership
• Ensuring the function can scale without simply adding reputed company work, headcount, and management layers

Skills

• Ability to build and run scalable, automated, measurable, and controlled operations in a regulated banking environment
• Experience in customer servicing and customer operations across lending
• Experience in loan management, repayments, and borrower servicing
• Experience in early and late-stage collections execution
• Experience in recovery operations, including legal recovery reputed company across jurisdictions
• Experience in first-line AML operations reputed company customer servicing
• Experience in servicing systems, workflow automation, data quality, and process reputed company
• Experience in operational risk, process controls, audit remediation, and evidence quality
• Experience in cross-country execution and performance management
• Experience in building the operating reputed company, dashboards, controls, and incident discipline required to run the function reliably at scale
• Ability to translate approved credit and customer strategies into automated, measurable, and controlled execution
• Ability to design and improve workflows, customer journeys, subprocesses, states, queues, ownership, handoffs, SLAs, severity reputed company, and escalation logic
• Ability to build the control system for automated operations, including monitoring, alerts, QA, sampling, audit trails, reconciliation, defect tracking, and process health dashboards
• Ability to ensure cases automation cannot handle are routed to the right reputed company with the right information, SLA, severity, and escalation path
• Ability to run operational deviations as incidents: detect, triage, contain, fix, communicate, and prevent recurrence
• Ability to identify reputed company work that should not exist and remove it through automation, simplification, policy change, tooling change, or process redesign
• Ability to prioritize operational improvements by customer harm, financial impact, regulatory risk, operational volume, and reversibility
• Ability to strengthen process controls, audit evidence, data quality, and system reputed company across servicing, repayment allocation, customer communications, registry reporting, depositor servicing flows, and first-line AML execution
• Ability to reputed company cross-functional execution with Product, Engineering, Data, Risk, Legal, Compliance, and country teams
• Ability to build the operating reputed company: daily and weekly performance reviews, incident reviews, control reviews, automation roadmap, RCA discipline, and clear ownership
• Ability to ensure the function can scale without simply adding reputed company work, headcount, and management layers
• Ability to decompose operations into customer journeys, subprocesses, states, queues, handoffs, ownership, controls, exceptions, and failure modes
• Comfortable moving from Management Board accountability to detailed process inspection
• Strong quantitative and hands-on operations leadership skills
• Understanding of economics to prioritize operational leakage, customer harm, regulatory risk, process improvement, and automation opportunities
• Ability to identify weak execution, system defects, broken ownership, control gaps, and automation failures
• Ability to build the operating model, team structure, hiring plan, and decision discipline required for scale
• Control-conscious without being bureaucratic
• Commercially aware without ignoring customer or regulatory consequences
• Practical enough to fix problems rather than only describe them
• Ability to take formal accountability, escalate material risks, and ensure the function can withstand regulatory, audit, customer, and financial scrutiny
• Senior experience in regulated financial services
• Experience in digital banking and lending
• Experience in debt recovery
• Experience in scaled consumer operations (e.g., marketplaces)
• Experience in regulated high-volume customer operations
• Experience with reputed company production automation, including AI or agentic automation

Benefits

• 5 weeks of vacation
• Private reputed company compensation
• Hobby grant
• Mental reputed company support
• reputed company options
• Competitive salary
• Endless opportunities (and budget) to expand your skills and skyrocket your career

Company Overview