Note: The job is a remote job and is open to candidates in USA. Navient is a company that helps students and families manage the cost of higher education. They are seeking a Manager of Student Loan Operations to lead fraud operations, customer service, and conversion management teams, focusing on operational excellence and improving customer experiences.
Responsibilities
- Own the fraud operations framework for the SLO product, including prevention strategy, case management oversight, and control execution
- Lead day-to-day fraud operations, complex investigations, escalation protocols, and issue resolution to protect business and customer experience
- Evaluate fraud trends, emerging risks, and control effectiveness, and recommend enhancements to policies, workflows, and detection strategies
- Maintain fraud reporting, loss trends, and key risk indicators to inform leadership decisions and regulatory readiness
- Lead, coach, and develop high-performing leaders and team members across customer service, fraud operations, and conversion management
- Direct organizational design, workforce planning, succession planning, onboarding, performance management, and career development to support business growth and service excellence
- Establish performance expectations, accountability standards, and development plans to drive achievement of service, risk, and conversion objectives
- Provide governance and performance oversight for third-party partners, including service delivery, quality, compliance, and capacity alignment
- Develop and present executive-level reporting on operational performance, risk trends, customer experience, and conversion outcomes
- Represent the function in audits, governance forums, and cross-functional business initiatives
- Use data and business insights to influence priorities, recommend solutions, and support leadership decision-making
- Own customer service strategy and operating performance to deliver a consistent, compliant, and high-quality customer experience
- Manage complex escalations, identify root causes, and implement sustainable process improvements to reduce friction and improve outcomes
- Establish and monitor service, quality, and customer satisfaction metrics, and drive corrective actions when performance gaps are identified
- Partner with product, compliance, technology, and vendor teams to improve service processes, controls, and customer journey design
- Define and execute outbound conversion strategies that improve application completion, customer engagement, and business performance
- Lead campaign planning, segmentation, channel strategy, and KPI management to optimize conversion effectiveness
- Use analytics, testing, and performance insights to recommend process, scripting, and incentive improvements
- Oversee outbound technology, dialing strategy, and operational controls to support compliant and efficient customer outreach
- Partner with marketing, product, compliance, and technology teams to align outreach strategies with growth objectives, customer needs, and regulatory expectations
- Establish and maintain operational controls, policies, and procedures that support regulatory compliance, risk mitigation, and consistent execution
- Lead process reviews, control assessments, and operational improvement initiatives to strengthen quality, efficiency, and compliance
- Partner across business, compliance, risk, and technology teams to implement scalable solutions and improve end-to-end operational effectiveness
- Monitor operational risks, audit findings, and performance trends, and recommend actions to senior leadership to improve governance and business outcomes
Skills
- Bachelor's Degree- Business, Finance, Management or related field. Additional equivalent experience above the required minimum may substitute
- 5+ years' experience in customer service, fraud operations, and/or conversion management
- 1+ years in a leadership role
- Strong analytical, decision-making, and communication skills
- Experience with CRM, fraud detection, and data analysis tools (e.g., Zendesk, Alloy, Tableau, SQL)
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
- Knowledge of compliance regulations and best practices in customer service and fraud prevention
- Experience overseeing vendor or third-party partner performance, including service delivery, quality, and compliance expectations
- Experience in financial services or fintech
- Familiarity with campaign optimization, A/B testing, and incentive program management
- Budget management knowledge
- Experience managing outsourced operations or third-party service providers
- Experience with the TCN dialer
Benefits
- Paid time off that begins accruing on Day 1, plus My Day and paid company holidays.
- Medical, dental, and vision coverage for eligible employees and dependents, with access to health advocacy support.
- A 401(k) plan with employer match to support long‑term financial security.
- Company‑paid basic life insurance and short‑ and long‑term disability coverage.
- Employee Assistance Program (EAP) and wellbeing resources, including digital health and chronic‑condition support.
- Family planning resources.
- Pet insurance.
- Learning, development, and career growth opportunities through tuition reimbursement and our e-learning platform.
- Company‑funded HSA contributions
- Automatic 401(k) enrollment with a dollar‑for‑dollar match up to 5%
- Access to paid parental leave
- Fertility and family‑building support
- Virtual health and wellness resources
Company Overview