Head of Customer Operations

About The OpportunityThe organization is reimagining co-branded credit cards & financial products to be smarter, more rewarding, and truly brand-first. It partners with companies to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. The platform combines advanced payments infrastructure, intelligent underwriting, and seamless UX to help brands offer powerful financial products—without becoming a bank. Co-branded cards account for over $300 billion in U. S. annual spend—but most are still powered by legacy banks. This organization is the modern alternative: flexible, tech-forward, and built for today’s consumer.

Backed by leading venture capital firms, the team is building a world-class organization to redefine how people pay—and how brands grow. If you want to work fast, solve hard problems, and make a real impact, this is the place. Key ResponsibilitiesStrategic Operations LeadershipOwn all aspects of customer service operations—including voice, chat, email, self-service, and social support—while balancing compliance, efficiency, and empathy. Design and execute a scalable support model tailored to the needs of a fintech company with a credit product at its core.

Build, lead, and mentor a high-performing internal team across frontline support, team leads, and operations specialists. Technology & AI EnablementLead the evolution toward a digital-first, AI-enhanced support operation. Deploy tools such as: Partner with product, engineering, and data teams to integrate customer support deeply into the tech stack. Customer Experience DesignChampion an omnichannel strategy that aligns with how modern consumers want to engage—prioritizing fast, contextual, and self-service-first support. Use journey mapping, customer feedback, and usage data to optimize every touchpoint. Ensure consistent support quality across all internal teams, blending human interaction with AI where appropriate.

Data-Driven Decision MakingMonitor and optimize key KPIs: CSAT, NPS, resolution rate, response time, deflection, QA scores, and cost-to-serve. Leverage dashboards, forecasting models, and operational analytics to manage workforce planning, quality assurance, and capacity. Apply root cause analysis and feedback loops to continuously improve service delivery. People LeadershipBuild and scale a high-performance culture rooted in accountability, empathy, innovation, and customer centricity. Provide coaching and career development for frontline leaders and support staff. Foster cross-functional alignment to ensure support is tightly integrated with product, risk, compliance, and engineering.

Required Qualifications10+ years of experience in customer operations, with at least 5 years in leadership roles within fintech and/or the credit card industry. Experience in a regulated, high-volume environment with exposure to dispute resolution, fraud handling, compliance, and consumer protections. Proven track record of implementing tech-forward, AI-enabled customer support systems. Strong command of support platforms (e. g. , Salesforce, Zendesk, AWS), BI tools, and AI-enhanced support technologies. Deep analytical mindset and comfort with operational metrics, forecasting, and cost management. Excellent communication and stakeholder management skills, with the ability to influence at all levels.

Preferred QualificationsExperience launching or scaling a new card program, rewards system, or lending operation. Exposure to tools like speech analytics, robotic process automation (RPA), or AI-driven QA. Background in partnering with Risk, Compliance, and Legal teams to align support with regulatory needs (e. g. , Reg Z, UDAAP, FCRA, etc. ).

Perks & BenefitsCompetitive compensation and equity packages Leading configured work computers of your choice Flexible paid time off Fully covered, high-quality healthcare, including fully covered dependent coverage Additional health coverage includes access to One Medical and the option to enroll in an FSA 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents An understanding that successful hybrid work requires flexibility and an appreciation for asynchronous work Access to industry-leading technology across all of its business units, stemming from the philosophy that resources should be invested in the team to foster innovation, optimization, and productivity The organization is committed to a diverse and inclusive workplace.

It is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Talented individuals from all backgrounds who want to build the future of payments and rewards are welcomed. If you are passionate about FinTech and eager to grow, let’s move the world forward, together. Compensation$250K – $275K Offers EquityDisclaimerSwooped isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.