Senior Operations Manager Servicing Collections

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain is 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 helps borrowers, investors, and financial institutions achieve better outcomes. Together with 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. Our ecosystem also includes YLDS, an SEC‑registered yield‑bearing stablecoin that operates as a tokenized money market fund, and several other products reshaping consumer finance and capital markets.

About the Role

The Senior Operations Manager within Customer Operations will lead the strategic direction and operational management of mortgage loan servicing and collections. 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.

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 CFPB and FDCPA guidelines.
• Team Development and Results Accountability: Lead, mentor and build a high‑performing team, fostering a culture of excellence, accountability and continuous improvement.
• Monitor key performance indicators (KPIs) and conduct data analysis to identify trends, inform decision‑making and drive operational improvements.
• 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 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 ongoing monitoring, coaching and feedback to develop a highly effective team.
• Participate as a member of the Lending Operations and Servicing Leadership team; partner with key stakeholders to champion, develop and communicate a consistent strategic platform, mission and purpose.
• Partner, communicate and facilitate collaborative interactions with peer organizations to ensure objectives, tactics and long‑term strategies are aligned and executed to achieve business goals.
• Manage reconciliation of vendor reports for data inaccuracies or discrepancies.
• Support data alignment initiatives and validation with vendors for the servicing portfolio.
• Support leadership in systems/operations processes, customer relations & issue resolution when escalation is required.

What We Look For

• Minimum of ten (10) years in the financial services or 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, principles and execution.
• Demonstrated ability to analyze, interpret and manage data; 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 related to loan origination, servicing and collections.
• Leadership skills with strong interpersonal skills, including coaching staff, handling conflict resolution, implementing initiatives or projects, and collaborating with professional and non‑clinical staff.
• Demonstrated financial analysis with basic accounting principles.
• 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 and 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.

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 platforms/systems and 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 per year. Up to 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 experience, skills, location, internal equity and evolving business needs.

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 paid time off plan.
• Up to 12 weeks of paid family leave.
• Continuing education reimbursement.

Depending on your residential location, certain laws may 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.