Senior Operations Manager, Servicing & Collections

Senior Operations Manager, Servicing & Collections

Charlotte, NC

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We're proving that blockchain isn't just theory - it's powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain's transparency and efficiency with AI-driven automation, we've reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we've originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure's ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

We're proud to be recognized as one of Forbes' Most Innovative Fintech Startups in 2025 and Fast Company's Most Innovative Companies in Finance and Personal Finance.

About the Role

The Senior Operations Manager within Customer Operations will lead the strategic direction and operational management of the mortgage loan servicing and collections functions. This role is critical for ensuring efficient loan servicing processes, maintaining regulatory compliance, and optimizing collections strategies to minimize delinquency and loss while enhancing customer satisfaction. The incumbent will ensure our collections and default strategies are effective, by leveraging various methodologies to engage customers who are experiencing a financial hardship and designing programs and optimal solutions which ultimately lead to a long term path to cure the outstanding delinquency. This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and align KPIs to value to all key stakeholders (Customer, Company, Community and Investors).

What You'll Do

• Develop and execute the strategic vision for mortgage loan servicing and collections, ensuring alignment with corporate goals and market trends.
• Manage mortgage servicing operations, including payment processing, escrow, complaint management, account maintenance, customer service, and collections efforts for delinquent accounts.
• Design and implement effective collections strategies and processes that balance customer service with recovery objectives, aiming to reduce delinquency rates, delinquency roll rates and maximize recoveries.
• Ensure adherence to all applicable federal, state, and local regulations governing mortgage servicing and collections, including compliance with guidelines from agencies such as the CFPB and FDCPA.
• Team Development and Results Accountability: Lead, mentor, and build a high-performing team, fostering a culture of excellence, accountability, and continuous improvement in both servicing and collections.
• Monitor key performance indicators (KPIs) and conduct data analysis to identify trends, inform decision-making, and drive operational improvements in servicing and collections.
• Collaborate with underwriting, risk management, and legal teams to ensure seamless operations and effective resolution of servicing and collections issues.
• Identify and assess risks related to loan servicing and collections; develop strategies to mitigate these risks and enhance operational resilience.
• Define and execute policies and procedures to facilitate an enthusiastic, holistic, and effective collections model with a customer-centric approach.
• Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives.
• Proactively evolve culture through providing feedback, ongoing monitoring, and coaching to develop highly effective team
• Participate as a member of the Lending Operations and Servicing Leadership team; partner with other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organization
• Partner, communicate, and facilitate collaborative interactions with peer organizations to ensure objectives, tactics, and long-term strategies are aligned and executed appropriately to achieve business goals.
• Manage the reconciliation of vendor reports for data inaccuracies or discrepancies. Support data alignment initiatives and data validation with our vendors for the servicing portfolio.
• Support leadership team in systems / operations processes, customer relations & issue resolution, if escalation required

What We Look For

• Minimum of ten (10) years in the financial service / consumer lending industry (preferably mortgage or HELOC experience).
• Minimum of five (5) years in a leadership position in at least two of the following areas (Collections/Recovery, servicing administration/Operations)
• Bachelor's degree preferred
• Knowledge and experience in service operations strategies, strategic planning, principle and execution.
• Demonstrated ability to analyze, interpret and manage data and develop executive summary reports and conduct presentations.
• Develop, implement and monitor performance KPIs, SLAs and vendor performance metrics.
• Familiarity with Federal, State and Local regulations as it pertains to the Loan Origination, Servicing and Collections.
• Leadership skills with strong interpersonal skills including coaching staff and handling conflict resolution, implementing initiatives or projects, and collaborating with other professional and non-clinical staff required.
• Demonstrated financial analysis with basic accounting principles required.
• Process improvement skills.
• Ability to evaluate activities and support related corporate strategies.
• Communication, analytical, problem-solving and decision-making skills with the ability to comprehend and suggest modifications to technical computerized systems.
• Strategic thinker with strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries.
• Experience managing a geographically dispersed workforce
• Proven experience managing third-party service providers/vendor management
• Ability to travel up to 25% of the time
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

What Would Be a Plus

• Collection and Default Management improvement strategies
• Valid NMLS License and/or the ability to obtain state-specific required servicing and collections licenses in all 50 states within 180 days of employment.
• Experience with operating and working with various lending (Loan Originations and Servicing) systems
• Experience with automated dialer platform/systems and the associated data structures
• Experience working in a start-up and/or consulting environment
• Experience using Notion and Google Suite (Docs, Sheets, Slides)

Salary

• Base Compensation Range: $122,100 - $146,520/yr
• 25% annual bonus target, paid quarterly
• Company equity in the form of RSUs

This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate's experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.