VP, Operations & Execution

Hybrid, Bay Area, Los Angeles Area, New York City Metro Area, and South Florida Area.

Accion Opportunity Fund (AOF) is a leading Community Development Financial Institution dedicated to providing underserved small business owners with access to capital, networks, and coaching. For over 30 years, AOF has helped small business owners create jobs, build wealth, and strengthen communities by providing responsible financing and business support services.

Since our founding, we have deployed more than $1 billion in financing and have served more than 4 million entrepreneurs through educational resources and business support programs. The majority of our clients come from historically underserved communities where access to traditional financing remains limited.

As AOF continues its mission of expanding financial inclusion, we are building a scalable, sustainable financial institution that combines mission impact with strong financial performance. Our strategic vision includes expanding our lending capabilities, strengthening enterprise risk management, and preparing for future growth across additional financial products, including Credit Union services.

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Reporting to the Chief Operations and Servicing Officer, the Vice President of Operations and Execution is a hands-on operating leader responsible for translating priorities into disciplined execution across assigned operational and customer-facing functions supporting Accion Opportunity Fund Community Development and Accion Opportunity Federal Credit Union. The Vice President will manage leaders and teams, improve day-to-day performance, resolve complex operating issues, and ensure critical initiatives move from plan to implementation.

This is a working leadership role for an experienced operator who is comfortable moving between people leadership, operating data, workflow details, vendor performance, customer escalations, and cross-functional implementation. The successful candidate will set clear expectations, build capable managers, and personally engage in important work when additional structure, analysis, or problem solving is required.

• Lead the daily performance of assigned operations and service-delivery functions, establishing clear ownership, service levels, productivity expectations, quality standards, and operating routines.
• Maintain direct visibility into volume, capacity, backlog, cycle time, quality, customer outcomes, cost, and risk; use the data to identify problems early and drive corrective action.
• Resolve operational bottlenecks and escalations by working directly with managers, frontline teams, vendors, and cross-functional partners.
• Translate organizational priorities into practical workplans with accountable owners, milestones, dependencies, decision points, and measurable outcomes.
• Ensure operational commitments are completed on time and that unresolved issues are elevated with clear facts, options, and recommendations.

• Examine end-to-end workflows and redesign processes to reduce friction, rework, handoffs, errors, and operating cost while strengthening the customer and employee experience.
• Lead implementation of operational changes from problem definition through testing, launch, adoption, stabilization, and benefit realization.
• Build practical controls, standard operating procedures, decision rights, and performance reporting that support consistent and audit-ready execution.
• Identify and implement automation and responsible AI use cases that improve speed, quality, capacity, and service delivery; ensure the operating teams adopt and sustain the changes.
• Partner on technology-enabled initiatives, including lending, servicing, customer support, and member-service capabilities, representing operational requirements and owning business readiness.

• Improve customer and member outcomes by strengthening the operational processes, service channels, case management, and handoffs that shape the experience.
• Use customer feedback, complaints, service data, and quality results to identify root causes and implement operational corrections.
• Drive effective use and continuous improvement of assigned service platforms, including Zendesk and the Service Portal, to increase self-service, improve response quality, and reduce avoidable contacts.
• Partner with Product and Marketing on…