Chief Operating Officer

Description

POSITION SUMMARY

The Chief Operating Officer (COO) will be a key member of the executive leadership team, responsible for overseeing the company’s day-to-day operations and ensuring strategic alignment across departments. As the fintech industry is fast-paced and highly regulated, the COO will play a critical role in scaling operations, driving efficiency, and ensuring compliance while supporting innovation and customer-centric growth. This role will have a direct focus on building teams and employees within a tribal community.

Requirements

ESSENTIAL FUNCTIONS

Operational Leadership

• Oversee daily operations across product, technology, compliance, and customer success.
• Implement scalable processes and systems to support rapid growth.
• Drive operational excellence and efficiency across all business units.
  
  

Strategic Execution

• Translate the company’s vision and strategy into actionable operational goals that deliver measurable results.
• Partner with the executive team to define and execute long-term goals.
• Lead cross-functional initiatives to expand market presence and improve profitability.
  
  

Risk & Compliance

• Ensure adherence to financial and tribal regulations, data privacy laws, and industry standards.
• Collaborate with the executive team to mitigate operational risks.
• Maintain strong governance frameworks and internal controls.
  
  

People & Culture

• Build, mentor, and scale high-performing teams within call center operations.
• Foster a culture of accountability, innovation, and customer focus.
• Drive diversity, equity, and inclusion initiatives within the organization.
  
  

Technology & Innovation

• Partner with the CTO to align technology infrastructure with business needs.
• Support product development and innovation pipelines.
• Ensure operational readiness for new product launches.
  
  

Stakeholder Management

• Provide transparent reporting on operational performance and KPIs.
• Represent the company externally at industry events and forums.
  
  

Key Qualifications

• Proven track record in senior operational leadership roles within call center operation, financial services, and/or small dollar lending.
• Strong understanding of financial regulations, compliance frameworks, and risk management.
• Experience scaling startups or high-growth companies.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with ability to translate data into strategic decisions.
• Perform and deliver results on other duties assigned.
• Culturally competent with Tribal communities.
• United States Resident
  
  

Success Metrics

• Operational efficiency improvements (cost savings, process automation).
• Regulatory compliance with zero major breaches.
• Employee engagement and retention rates; tribal community members advancing skills and within the company.
• Customer satisfaction and Net Promoter Score (NPS).
• Revenue growth and profitability aligned with strategic goals.
  
  

Skills & Abilities

Education: Minimum of High school diploma/ GED; MBA or advanced degree preferred but not required.

Computer Skills: Proficient use of MS: Word, Excel, PowerPoint, Outlook.

Proficient user of the Internet and cloud-based storage.

Other Requirements

• Must be able to sit for long periods of time, Verbal/non-verbal communications, and effective listening.
• High frequency use of computer/laptop, typing, high frequency of viewing a computer monitor, etc.
• Occasionally lift up to 50 lbs.
• Noise level: moderate noise lever daily in an office atmosphere.
  
  

WORK ENVIRONMENT

Work is performed primarily in office in all weather conditions, including temperature extremes, during day and night shifts. Work is often performed in emergency and stressful situations. The noise level in the work environment is usually quiet in office settings.