Senior Manager, Loan Operations

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. 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. Interested in learning more about how we’re transforming the financing experience and joining our team? 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