Senior Manager, Loan Operations

Overview

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.

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.

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.

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.

What You'll Do

• Work Across Operations to Stand Up Core Loan Operations:
  • 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.
  • Lead the documentation of SOPs across all operational functions.
  • Collaborate with functional leaders to establish service and monitor performance standards, SLAs, and QA frameworks.
• Collaborate with the Head of Collections & Recoveries to build & launch a delinquency management strategy: 
  • Design early-stage and late-stage collections strategies aligned with risk and compliance guidelines. 
  • Work with Operational Leaders and external vendors to develop compliant outreach strategies (dialer, SMS, email, mail).
  • Partner with Risk to monitor roll rates, delinquency curves, and recovery performance.
  • Monitor third-party agencies and recovery vendors, where applicable.
• Oversee Back-Office & Compliance Operations: 
  • Monitor complaint handling and regulatory response processes. 
  • Build, document and oversee exception account handling (e.g., deceased, bankruptcy, credit bureau disputes, etc.) 
  • Prepare operational reporting to support audits, compliance reviews, and executive oversight. 

What Success Looks Like 

• A fully operational servicing function is in place ahead of product launch. 
• Customer support and collections teams are trained, compliant, and performing against clear KPIs. 
• Early delinquency and recovery strategies are implemented and producing measurable results. 
• Operational processes are documented, scalable, and audit-ready. 
• The installment product delivers a strong, compliant customer experience while maintaining disciplined cost-to-serve. 

Who This Role Is For 

• You are an operational leader with experience in consumer lending, fintech, or financial services. 
• You’ve helped launch or scale servicing functions for installment loans, personal loans, or similar credit products. 
• You’re comfortable building processes from scratch and bringing structure to ambiguity. 
• You understand how customer experience, risk management, and compliance intersect in lending operations. 
• You’re hands-on enough to build the playbook — and strategic enough to improve it over time. 

About You (Qualifications)

• 5–8 years of experience in consumer lending operations, servicing, collections, or related functions. 
• Experience with installment loans, personal loans, or other regulated consumer credit products strongly preferred. 
• Direct experience managing customer service and/or collections teams (internal or outsourced). 
• Familiarity with loan servicing platforms, dialers, CRM systems, and payment processing tools. 
• Working knowledge of consumer lending regulatory frameworks (FDCPA, UDAAP, FCRA, state lending regulations). 
• Strong analytical skills with experience building and managing operational KPIs. 
• Excellent cross-functional collaboration skills and comfort working with Product, Risk, Legal, and Engineering partners.

This is an opportunity to build something from the ground up. You won’t just inherit a process — you’ll design it. You’ll work alongside strong product and executive leadership to bring a new lending product to market and shape the operational foundation that supports it.

If you’re excited by ownership, impact, and building operational excellence in a regulated fintech environment, we’d love to meet you.