Manager, Regulatory Response & Resolution

Sunbit•Los Angeles, CA

4d•$90,000 - $110,000•Hybrid

About The Position

Sunbit builds financial technology for real life. Our AI-native platform helps more people get to “yes” at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app. We are guided by people-centered values: Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other. What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers at scale. The result is a quick, fair, and simple experience for consumers and merchants. We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale. Today, Sunbit is available across a nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say “yes” more often and help customers move forward with confidence. Sunbit is seeking a Manager of Regulatory Response and Resolution to lead our response framework. This position is ideal for a compliance professional with expertise in regulatory risk, operations, and data analysis. In this role, you will oversee the company's approach to learning from complaints, identifying root causes, and developing strategies to prevent issues. It is essential that responses are thorough, data-driven, legally sound, and defensible. By understanding the company's operations and analyzing data trends, you will shape strategies and lead improvements aimed at enhancing consumer service while ensuring compliance. Your responsibilities will include reviewing workflows, analyzing data and tools for efficiency, and developing scalable, automated processes to identify systemic trends. The goal is to reduce regulatory risk, promote systemic remediation, and support growth through strong governance. You will advise leadership on emerging trends and collaborate with various teams to implement necessary changes that enhance consumer satisfaction and ensure compliance.

Requirements

Regulatory Defense & Bank Partner Stewardship: Lead end-to-end investigations and the formal defense of complex regulatory inquiries (CFPB, State AGs, BBB) while ensuring all responses are data-substantiated and legally sound. Serve as the primary subject matter expert and liaison for bank partners during third-party audits and regulatory examinations.
Systemic Intelligence & Strategic Remediation: Leverage data analytics to uncover root causes of systemic friction without our operations according to consumer complaints. Collaborating closely with Product, Engineering, and Operations, you will champion the implementation of strategic technical and procedural enhancements. You will take full ownership of the complaint monitoring lifecycle, leading the charge in driving meaningful corrective actions—from crafting insightful executive memoranda to spearheading transformative cross-functional process improvements.
Data Architecture & Performance Insights: Design and oversee automated dashboards to monitor KPIs and sentiment, translating raw data into sophisticated trend reports for senior leadership and bank partners. Transform complaint data into high-level business recommendations that influence the broader company strategy and product roadmap.
Governance, Policy & Risk Oversight: Drive the continuous enhancement of our internal policies and standard operating procedures (SOPs) to ensure alignment with shifting regulations, including UDAAP, Reg E, and Reg Z.
Operational Transformation & Leadership: Build and lead the evolution of high-performing workflows, SLAs, and escalation protocols. Identify and integrate innovative analytical and automation platforms that not only enhance operational efficiency but also scale our functions to meet business needs.
Academic Background: Bachelor’s degree in Business, Finance, Legal Studies, or a related field.
Professional Tenure: 4+ years of direct experience in regulatory response, compliance operations, or risk management within the fintech or banking sector.
Ecosystem Expertise: Deep understanding of the fintech-bank partner model, with a proven track record of managing third-party oversight and regulatory examinations.
Statutory Knowledge: Expert-level command of federal and state consumer protection laws, specifically UDAAP, Reg E, Reg Z, FCRA, and GLBA.
Defensive Drafting: Demonstrated ability to synthesize complex transaction data and legal requirements into authoritative, professional narratives for regulators and executive leadership.
Technical Infrastructure: High proficiency with modern CRM and ticketing ecosystems (e.g., Jira, Salesforce, Zendesk). You should be comfortable collaborating with Engineering teams to architect API integrations or system-driven process automations.
Data-Driven Decision Making: Advanced experience with data visualization and BI tools (e.g., Sigma, Tableau, or Looker).

Nice To Haves

An advanced degree (JD) or professional compliance certifications (e.g., CRCM, CAMS) is highly preferred.

Responsibilities

Regulatory Defense & Bank Partner Stewardship: Lead end-to-end investigations and the formal defense of complex regulatory inquiries (CFPB, State AGs, BBB) while ensuring all responses are data-substantiated and legally sound. Serve as the primary subject matter expert and liaison for bank partners during third-party audits and regulatory examinations.
Systemic Intelligence & Strategic Remediation: Leverage data analytics to uncover root causes of systemic friction without our operations according to consumer complaints. Collaborating closely with Product, Engineering, and Operations, you will champion the implementation of strategic technical and procedural enhancements. You will take full ownership of the complaint monitoring lifecycle, leading the charge in driving meaningful corrective actions—from crafting insightful executive memoranda to spearheading transformative cross-functional process improvements.
Data Architecture & Performance Insights: Design and oversee automated dashboards to monitor KPIs and sentiment, translating raw data into sophisticated trend reports for senior leadership and bank partners. Transform complaint data into high-level business recommendations that influence the broader company strategy and product roadmap.
Governance, Policy & Risk Oversight: Drive the continuous enhancement of our internal policies and standard operating procedures (SOPs) to ensure alignment with shifting regulations, including UDAAP, Reg E, and Reg Z.
Operational Transformation & Leadership: Build and lead the evolution of high-performing workflows, SLAs, and escalation protocols. Identify and integrate innovative analytical and automation platforms that not only enhance operational efficiency but also scale our functions to meet business needs.

Benefits

Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024), #161 on Deloitte Technology Fast 500 list
Mission driven + empowered + collaborative
Competitive pay and stock options
Unlimited PTO
Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
Newly added HSA and Pet Insurance
401K Plan with Matching
Cell Phone Stipend
Casual Dress
Open door policy / Open office floor plan
Team based strategic planning + Team owned deliverables