Senior Manager, Enterprise Complaint Management

Title: Senior Manager, Enterprise Complaint Management

Reports to: Chief Operating Officer

Location: Miami, FL (Hybrid after first 90 days onsite) / US Remote

About the Company 

At BMG Money, our mission is to provide access to affordable and responsible credit for underserved consumers facing unexpected expenses. We all share one vision— Redefining lending through technology, where underserved individuals can thrive financially through forward-thinking, responsible, and innovative financial solutions.

Job Summary

We are seeking a decisive, customer-obsessed leader to build and own BMG Money’s enterprise complaint management framework—ensuring every customer concern is handled with speed, transparency, and fairness. The Senior Manager of Enterprise Complaint Management will lead the organization’s efforts to detect, resolve, and prevent issues in real time, transforming complaint data into actionable insight that drives measurable improvement in customer experience and operational effectiveness.

This role blends strategic governance and hands-on problem resolution, requiring strong cross-functional partnership with Operations, Compliance, Risk, and Legal to eliminate the root causes of customer friction and strengthen organizational trust.

Key Responsibilities

• Lead the end-to-end management of customer complaints—from intake through investigation, resolution, and follow-up—with a relentless focus on speed, empathy, and accuracy.
• Design and enforce a standardized complaint triage and resolution process that ensures real-time visibility and ownership across functions.
• Embed clear communication protocols to ensure customers receive timely, transparent, and compliant responses aligned with BMG’s service values.
• Serve as the enterprise escalation leader for urgent, high-risk, or high-impact customer issues.
• Establish rapid-response workflows and escalation alerts that ensure senior awareness and swift decision-making for complex complaints.
• Partner closely with Customer Service and Collections leadership to ensure escalations are handled consistently, with clear root-cause documentation and feedback loops into operations.
• Ensure every complaint is processed in full compliance with CFPB, FDCPA, Reg F, UDAAP, and relevant state regulations.
• Maintain audit-ready documentation and traceability for all cases.
• Collaborate with Legal and Compliance to interpret evolving regulations and proactively adjust internal procedures to remain best-in-class.
• Conduct structured root-cause analysis to identify recurring failure points and emerging customer pain trends.
• Develop actionable improvement plans with accountable owners across Operations, Product, and Risk.
• Establish a closed-loop feedback model where insights from complaints directly inform process redesign, training priorities, and control enhancements.
• Partner with analytics teams to automate complaint trend reporting and monitor the impact of remediation initiatives.
• Deliver executive-ready reports on complaint volumes, timeliness, outcomes, and root-cause categories to WebBank, regulators, and internal leadership.
• Translate data into insights that illuminate systemic risk, operational inefficiencies, and customer experience gaps.
• Serve as a champion of the Voice of the Customer, ensuring complaint learnings inform enterprise strategy, policy, and frontline coaching.
• Lead and develop a team of complaint management professionals, fostering a culture of customer advocacy, accountability, and continuous learning.
• Promote behaviors that value accuracy, empathy, and proactive resolution.
• Model high judgment, sound decision-making, and operational discipline.

Qualifications

• 7+ years of experience in complaint management, customer advocacy, or escalations within financial services, fintech, or another regulated industry.
• Proven ability to lead enterprise complaint processes and manage regulatory response obligations.
• Strong understanding of CFPB, FDCPA, Reg F, UDAAP, and state complaint requirements.
• Demonstrated capability in root-cause analysis, problem solving, and process improvement.
• Excellent written and verbal communication skills, including the ability to craft clear, compliant customer responses and brief executive audiences.
• Experience with complaint or case management platforms (Salesforce, NICE, Verint, or equivalent).

Preferred Qualifications

• Experience designing or transforming enterprise complaint frameworks.
• Exposure to Voice of the Customer or customer-journey analytics programs.
• Prior experience supporting regulatory exams or board-level complaint reporting.