Senior Director, Operational Excellence

What you'll do

• Build and lead high-performing teams in Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.
• Develop long-term strategies and organizational designs for Operational Excellence functions.
• Establish scalable processes to identify, investigate, track, and resolve operational issues effectively.
• Create complaint management programs ensuring timely resolution and continuous improvement.
• Design quality control programs evaluating operational performance and driving measurable improvements.

What we're looking for

• 12+ years of experience in financial services operations or related fields.
• 7+ years of leadership experience managing multi-functional teams and managers.
• Proven track record of building and scaling operational programs in regulated environments.
• Experience leading customer complaint management, issue resolution, and quality control functions.
• Ability to develop and present executive-level performance metrics and reports.
• History of driving cross-functional initiatives involving operations, product, risk, compliance, legal, and technology teams.
• Bachelor's degree or equivalent practical experience required.