Customer Excellence Manager

Customer Excellence Manager

We're looking for a leader to join the EnFin Servicing team as the Customer Excellence Manager to lead our customer operations programs and serve as a true partner in reinventing how we serve customers at scale.

This role owns the evaluation, design, and continuous improvement of customer handling processes and documentation across the entire account. The Customer Excellence Manager will act as the process owner responsible for ensuring every customer touchpoint is efficient, compliant, and consistent, whether handled internally or by sub-servicers/vendors.

A key focus of this role will be understanding why customers contact EnFin, identifying customer pain points and recurring issues, and translating those insights into meaningful process improvements across Servicing, Collections, Transfers & Assumptions, and vendor operations.

This position will be based out of one of our offices in Irvine, CA;
San Francisco, CA or Santa Clara, CA or Teaneck, NJ. Remote work may be considered for exceptional cases.

• Own the full lifecycle process map (boarding → servicing → delinquency → life events → end of term); maintain it as the single source of truth for how customers are handled at each stage.
• Lead the redesign of customer handling procedures and drive implementation across internal teams and sub-servicers, including communication, retraining and documentation updates
• Conduct recurring process reviews to identify customer pain points, breakdowns, redundancies, and compliance gaps; prioritize improvements based on risk, operational value and customer impact
• Work in lockstep with sub-servicers/vendors to review and write processes and handling procedures for each customer touchpoint
• Lead root cause analysis of recurring or high impact customer issues and partner with operational leaders to address underlying process, policy, system or training gaps.
• Maintain and prioritize a customer experience improvement roadmap and measure the impact of implemented changes.
• Define customer experience KPIs/SLAs by lifecycle stage, including measures such as contact drivers, repeat contacts, First Contact Resolution, complaints, escalations, quality, and customer satisfaction.
• Identify trends and provide data-backed customer experience recommendations to leadership
• Own process documentation for audit-readiness (internal, regulatory, and investor/rating agency audits)
• Serve as escalation point for systemic customer handling issues surfaced through complaints, QA, or vendor oversight

• Bachelor’s degree in business, finance, engineering (or equivalent experience) with a minimum of 8+ years of work across customer experience, with exposure to all major servicing functions.
• Proven experience building and scaling customer-facing processes and procedures in partnership with vendors and internal teams.
• Experience using customer feedback, operational data, complaints, quality findings or performance metrics to identify trends and drive improvements.
• High technical aptitude with the ability to understand systems, workflows, and reporting, automation, and process dependencies.
• Strong decision-making ability, ownership mindset, and comfort operating in ambiguity.
• Partner deeply across Servicing teams and vendors to identify and deploy customer facing and Operational AI and automation across servicing workflows within the vendor network.
• Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the current one.
• Identify opportunities where automation, self-service, or improved workflows can reduce customer effort, unnecessary contacts and operational inefficiencies.
• Working knowledge of…