Head of Service Operations (Sr. Manager/Director) at Collective

📋 Description

• Own daily execution of the Service Operations function as a unified system.
• Lead a team of line managers and senior managers across workflows.
• Monitor throughput, SLA adherence, quality, and capacity in real time.
• Own backlog recovery with predefined recovery playbooks.
• Dynamically manage capacity to match inflow forecasts.
• Collaborate with Product Operations to enforce financial quality.

🎯 Requirements

• 10+ years in high-volume, process-driven ops; financial services preferred.
• Manufacturing mindset: throughput, utilization, cycle time, yield.
• Track record running multi-workflow ops with parallel work types.
• Strong people leader; player-coach; stay close to the work.
• Lean and Six Sigma, SPC, root-cause analysis; certification a plus.
• Experience with financial services workflows (accounting, tax, bookkeeping).

🎁 Benefits

• Remote-friendly: work from home; US remote ok; Bay Area hybrid.
• Health & Wellness: $200 quarterly wellness stipend.
• Fresh Lunch: provided on in-office days for hybrid schedule.
• Commuter Support: $150 monthly transit reimbursement.
• Time Off: Flexible PTO plus 14 company holidays.
• Retirement & Ownership: 401k plan plus an equity package.