Chief Operating Officer

American Consumer Counseling Center•Newton, MA

About The Position

American Consumer Credit Counseling (ACCC) is a nonprofit organization dedicated to helping individuals and families regain control of their financial lives. Through credit counseling and debt management programs, ACCC provides a structured path to financial stability—supporting clients as they move from financial stress toward long-term progress. ACCC operates a high-volume, mission-driven platform at the intersection of consumer financial health, creditor repayment, and sustainable household economics. The organization is entering its next phase of growth and is seeking a COO to scale both its impact and operational performance.

Requirements

10+ years in operations leadership
Experience running complex, multi-function systems
Systems thinker with end-to-end perspective
Strong operator focused on execution and results
Data-driven and comfortable managing performance metrics
Able to balance efficiency and empathy, scale and quality, speed and control
Leads with accountability and clarity
Aligns teams around shared outcomes
Maintains a focus on both performance and mission

Nice To Haves

Financial services, fintech, or high-volume service environments
OR mission-driven organizations with operational scale

Responsibilities

Lead all operational functions across the organization
Align teams around a unified client lifecycle
Ensure consistent execution across all touchpoints
Continuously improve outcomes that directly impact clients’ financial recovery
Ensure the client journey is clear, supportive, and effective
Reduce friction across counseling, servicing, and payments
Align operational decisions with client success
Ensure systems support both efficiency and client outcomes
Partner with Product and Engineering to improve access to services, digital experience, and operational scalability
Define clear ownership across teams
Enforce prioritization and execution discipline
Ensure structured workflows (e.g., backlog, ticketing, release control)
Align operations with financial targets (LTV, CAC, sustainability)
Ensure operational processes meet regulatory and nonprofit standards
Balance mission impact with financial discipline