Manager, Servicing Operations

Ascent Holding Co•San Diego, CA

2h•$75,000 - $95,000•Onsite

About The Position

Ascent is a leading provider of innovative financial products and student support services that enable more students to access education and achieve academic and economic success. Everything Ascent offers is designed with the best-in-class teams and technology to increase every student's ability to plan, pay, and succeed in their education and career. Ascent's planning tools and financing resources are co-created by students for those in college, graduate school, and career training programs. Ascent offers financial wellness education, student success services, and one-on-one and digital career coaching that put students' academic and professional goals within reach. Ascent has been widely recognized for its strong culture – named “Best Places to Work” by the San Diego Business Journal for the past 5 years – and as an industry leader – named “Best Student Loan” by NerdWallet for the past 3 years. The Manager, Servicing Operations will oversee the day-to-day performance and oversite of Ascent's loan servicing portfolio, serving as the primary operational liaison with Launch Servicing and other third-party vendors. This hands-on leadership role requires a blend of analytical rigor, vendor management expertise, and a passion for improving the borrower journey — with a focus on reducing delinquencies, increasing ACH enrollment, and leveraging AI and automation to drive scalable performance improvements.

Requirements

Bachelor's degree in Business, Finance, Economics, or a related field
5+ years of experience in consumer lending, student lending, loan servicing, or financial services
2+ years in a management or team leadership capacity
Demonstrated experience managing third-party vendors/servicers, including SLA management and performance monitoring
Strong analytical skills with the ability to translate data into actionable strategies
Experience with or strong interest in leveraging AI and automation to improve operations
Excellent communication and interpersonal skills with the ability to build productive relationships across teams and partners

Nice To Haves

Experience with student loan servicing operations or education finance
Familiarity with loan servicing platforms (e.g., Launch Servicing System)
Experience with delinquency management vendors or early-stage collections
Background in call center or contact center management
MBA or advanced degree

Responsibilities

Monitor and analyze portfolio performance metrics (delinquency, cure rates, roll rates, ACH enrollment, borrower satisfaction), develop data-driven strategies to reduce delinquencies through proactive outreach and loss mitigation programs, and deliver regular performance insights to senior leadership and investor stakeholders.
Serve as the primary operational contact for Launch Servicing and other third-party vendors, ensuring SLAs are met, conducting regular business reviews and scorecard tracking. Coordinate implementation of operational enhancements and ensure new programs are set up in a timely manner.
Design and implement strategies to increase ACH enrollment and on-time payment rates by optimizing payment workflows, borrower communication cadences, and incentive structures in partnership with Launch Servicing and internal teams.
Drive continuous improvement of the end-to-end borrower servicing experience by overseeing communication strategies, monitoring borrower feedback and complaint trends, and ensuring all processes meet regulatory requirements and align with Ascent's mission.
Identify and champion opportunities to leverage AI, automation, and emerging technology to drive operational efficiency, scalability, and cost-effective growth.
Partner with Credit & Analytics, Compliance, Finance, Product, and Treasury teams to ensure operational alignment, support audit and investor reporting requirements, and oversee the deployment of new products and servicing programs with vendors.

Benefits

Competitive pay with bonus, and comprehensive benefits package that includes, but not limited to:
Compensation includes base salary of $75,000 - $95,000 commensurate with experience, plus bonus and options.
Company Stock Options
401(k) + Company Match
Medical, dental, and vision coverage
Annual HSA contribution of $1,700
Life insurance, disability, and critical illness
14 Paid Holidays! Eleven (11) + Two (2) Community Days + Your Birthday!
Snacks and drinks in the office
Tuition reimbursement program
Generous paid leave policies
$2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
Wellness, Work from Home funds, and more!