Senior Manager, Loan Operations

Koalafi Senior Manager, Loan Operations

Richmond, Virginia

Feb 21, 2026

Pay information not provided

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?

Koalafi is launching a new non‑prime installment loan product, andwe’relooking 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 Managerandotheroperational leaders who support our other productstodevelop theday‑to‑day execution processes.

You’lllead the development ofour 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 buildand own something new from the ground up. This is an opportunity to build something from the ground up. Youwon’tjust inherit a process —you’lldesign it.

You’llwork alongside strong product and executive leadership to bring a new lending product to market and shape the operational foundation that supports it. If you’reexcited by ownership, impact, and building operational excellence in a regulated fintech environment,we’dlove to meet you. In this role you will:

• Stand Up Core Loan Operations:
  • Design and implement operational workflows for functions such as customer service, delinquency management,and account maintenance- at timesleveragingexisting capabilities and at times build from scratch.
  • Build and document SOPs across all operational functions.
  • Hire,onboard,train, and oversee staff to support initial and growing account volume.
  • Establish serviceandmonitorperformancestandards, SLAs,andQA frameworks.
  • Build and manage internal and/or outsourced customer support teams.
• Collaborate withthe Head of Collections & Recoveries to build & launchadelinquency management strategy:
  • Design early‑stage and late‑stagecollectionsstrategies aligned with risk and compliance guidelines.
  • Implement compliant outreach strategies (dialer, SMS, email, mail).
  • Partner with Risk tomonitorroll rates, delinquency curves, and recovery performance.
  • Manage 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.

• You are an operational leader with experience in consumer lending, fintech, or financial services.
• You’vehelped launch or scale servicing functions forinstallmentloans, personal loans, or similar credit products.
• You’recomfortable building processes from…