Position: Vice President, Operations

Location: Sioux Falls

Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) andTurnstile Capital Management(“TCM”),Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015.

Job Description:

The VP, Operations will report to the President & CEO of Goal Solutions and is responsible for overseeing and optimizing all operational functions within the Sioux Falls site. This role requires a leader with extensive experience in loan servicing operations, a proven track record of leadership, and a keen understanding of servicing industry trends. The primary responsibility will be to streamline processes, manage resources, and drive continuous improvement initiatives within the operations team to enhance customer satisfaction, increase profitability, and uphold compliance standards.

Responsibilities:

• Operational Oversight
  • Direct and oversee day-to-day operational activities, including but not limited to customer service, default prevention, post-default collections, and back-office processing.
• Team Leadership and Development
  • Provide strong leadership and guidance to the Sioux Falls Launch Servicing & TCM Recovery operations teams, fostering a culture of accountability, teamwork, continuous improvement to drive performance and employee engagement.
• Reporting and Analysis
  • Develop and implement performance metrics and reporting mechanisms to track operational KPIs and metrics.
  • Regularly analyze performance data to identify trends, opportunities, and areas requiring corrective action.
• Process Improvement
  • Implement and refine operational processes to enhance efficiency, productivity, and service quality.
  • Analyze operational workflows to identify bottlenecks and areas for improvement, then implement solutions to streamline operations.

• Risk Management and Compliance
  • Ensure adherence to industry regulations, compliance standards, and risk management protocols to mitigate potential risks and maintain a robust control environment.
• Client Relationship Management
  • Collaborate with client-facing teams to ensure seamless service delivery, address client needs, and maintain strong relationships with partner financial institutions.
• Stakeholder Communication
  • Collaborate with cross-functional teams, including customer service, finance, technology, and compliance, to ensure seamless operations.
  • Communicate regularly with executive leadership, providing updates on operational performance, challenges, and opportunities.
• Resource Management
  • Oversee workforce planning, staffing, and scheduling to ensure adequate coverage and optimal utilization of resources.
  • Manage and optimize technology and infrastructure to support operational needs and scalability.
• Culture Leadership
  • Champion and model the company’s mission, vision, and values.

Education & Other Minimum Requirements

• Bachelor’s degree in business administration, or related field
• Minimum 10 years’ leadership experience in financial services contact center or related industry.
• Exceptional strategic planning, problem-solving, and decision-making abilities.
• Strong understanding of call center operations, technology, and performance metrics.
• Demonstrated success in driving process improvement initiatives and operational excellence.
• Excellent communication skills with the ability to collaborate effectively across departments and with external stakeholders.
• Strong leadership qualities with a track record of building and developing high-performing teams.
• In-depth knowledge of regulatory requirements and compliance standards within the financial services industry.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Occasional travel to our San Diego, CA corporate headquarters office.

Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:

• 401(k) company match up to 4%
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,600
• Life insurance, disability, and critical illness
• Birthday holiday
• 2 floating Community Days
• Hybrid work schedule based on length of service and performance standards
• Free snacks and drinks in the office
• Tuition reimbursement program
• Generous PTO, including Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years $1,000 Sabbatical Day
• Community funds, wellness funds, and more

Learn more about our benefits by viewing our 2024 Employee Benefits Brochure.

Equal Employment Opportunity

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.