Senior Manager, Loan Operations

<div class="content-intro"><p>At Koalafi, we believe in a world where no one has to put an important purchase on hold. That’s why we’re making it easier for more people to pay for big purchases over time.</p> <p>Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. Their 2M+ customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200+ Koalafi teammates enjoy inspiring and challenging work that accelerates their careers.</p> <p>Interested in learning more about how we’re transforming the financing experience and joining our team?</p></div><p><span data-contrast="auto"><span data-ccp-parastyle="Normal (Web)"><strong>Overview</strong></span></span></p> <p>Koalafi is launching a new non-prime installment loan product, and we’re looking for an experienced Operations Manager to stand up and scale the operational infrastructure that will power it.</p> <p>This role is ideal for a hands-on operational leader who thrives in 0→1 environments.  You will partner closely with the Principal Product Manager and other operational leaders who support our other products to develop the day-to-day execution processes.</p> <p>You’ll lead the development of our approach servicing operations, collections & recoveries, back-office processing, etc. - ensuring the product is compliant, scalable, and delivers a high-quality customer experience from day one.  Navigating which of our existing functions is extensible to the loan product, and which require bespoke and dedicated solutions will be paramount.</p> <p>This is a high-impact, mid-level leadership role for someone who understands consumer lending operations and is excited to build and own something new from the ground up.</p> <p><strong>What You'll Do</strong></p> <ul> <li><strong><span data-contrast="none"><span data-ccp-parastyle="heading 3">Work Across Operations to Stand Up Core Loan Operations:</span></span></strong> <ul> <li>Design and implement operational workflows for functions such as customer service, delinquency management, and account maintenance - at times leveraging existing capabilities and at times build from scratch.</li> <li>Lead the documentation of SOPs across all operational functions.</li> <li>Collaborate with functional leaders to establish service and monitor performance standards, SLAs, and QA frameworks.</li> </ul> </li> <li><strong><span data-contrast="none"><span data-ccp-parastyle="heading 3">Collaborate with&a