About us:
Kiva is a global nonprofit, founded in 2005, with a mission to expand financial access and help underserved communities thrive. Kiva unlocks capital for borrowers through crowdfunded loans supported by individuals around the world. Lenders on Kiva can start with as little as $25 to support causes that matter most to them, whether that’s gender equity and support for women, refugees, climate change, small businesses, agriculture, and more. Since our founding, over two million people have invested over $2 billion in real dreams and real opportunity, spanning more than 100 countries and over 5 million borrowers
As we work toward our mission, Kiva invests in building and retaining a global team of talent to add to our values-driven and digital-first culture. Our organization is supported by over 700 volunteers and 130+ full time employees dispersed around the world, as well as within team hubs located in San Francisco, Nairobi, Bogota, and Bangkok. Kiva’s team is growing as we pursue exciting new opportunities to scale our impact and create a financially inclusive world.
Impact first - This is why we exist. This is the drumbeat we march to. Every day.
Extreme ownership - Own it; you, your relationships, your impact. Insist that others support you and hold you accountable.
Be curious and bold - Never stop learning. Question assumptions. Take Risks and dream big.
Inclusion. Equity. Diversity. - Without reservation and without caveat. In our hiring, in our workplace and in our impact in the world.
Honor and integrity - Do the most right thing in the most right way. Cherish diversity and respect each other.
Love and kindness always - Say what you mean. Mean what you say. And don't say it mean. Clarity. Courage. Kindness.
Role overview:
The Kiva U.S. team provides 0% interest, no-fee loans of up to $15,000 to entrepreneurs and small businesses in the United States that are typically excluded from formal financing products. With no minimum credit score and an inclusive approach to underwriting, Kiva U.S. extends access to capital to small businesses across the country.
In communities and cities where there is an expressed gap in affordable financing options, Kiva offers a plug-in microlending partnership model for small-business support centers, city governments, and community development financial institutions, called the Kiva Hubs program. In more than 40 cities, including Oakland, New York, Detroit, and Pittsburgh, partners are developing small-business ecosystems and deepening their impact by making Kiva loans accessible to the entrepreneurs they serve.
The Program Associate, Entrepreneurial Ecosystems & Operations plays a critical role across the full lifecycle of the Kiva U.S. borrower and partner experience, from ecosystem engagement and borrower acquisition through underwriting, fundraising, repayment, and portfolio management.
This role combines relationship management, program operations, underwriting, and data-driven strategy. You will support and coach community-based partners, manage borrower and partner inquiries, review loan applications, monitor portfolio performance, and identify opportunities to improve systems, processes, and impact.
Success in this role requires strong analytical skills, exceptional organization, attention to detail, and a passion for expanding access to capital for underserved entrepreneurs. You will work closely with colleagues across Operations, Business Development, Strategic Partnerships, Impact, Marketing & Communications, Product, and Engineering to ensure an exceptional experience for borrowers and partners while helping Kiva scale its impact nationwide.
At this time, we can only consider applicants with authorization to work in the United States on a permanent, full-time basis; unfortunately, we cannot provide visa sponsorship.
Key responsibilities include:
Partner & Ecosystem Management
- Support a portfolio of 40+ Kiva Hub partners and their Capital Access Managers (CAMs).
- Onboard, train, coach, and support partners as they launch, grow, and sustain community-based lending programs.
- Serve as a primary point of contact for partner questions, troubleshooting, and technical assistance.
- Monitor partner performance and portfolio health, providing proactive recommendations and interventions when needed.
- Support Hub contract renewals, invoicing, and partner record management.
- Develop tools, resources, and training materials to strengthen partner success and operational efficiency.
- Coordinate with Marketing & Communications to promote partners, borrowers, and ecosystem initiatives.
- Support trustee, referral, and loan-matching partner operations and engagement.
- Produce partner communications, including newsletters, updates, and resource bulletins.
Underwriting & Borrower Operations
- Review and underwrite loan applications using Kiva's social underwriting methodology.
- Conduct fraud checks and pre-disbursement reviews.
- Support entrepreneurs throughout the application, fundraising, and repayment processes.
- Respond to borrower and partner inquiries via phone, email, text, and other channels.
- Monitor repayment performance and implement strategies to improve portfolio quality and repayment rates.
- Develop borrower-facing resources and technical assistance materials that improve access and outcomes.
- Assist with delinquency management and borrower outreach efforts.
Program Operations & Process Improvement
- Identify opportunities to improve underwriting, repayment, partner management, and operational workflows.
- Design and implement process improvements that increase efficiency, reduce risk, and improve user experiences.
- Collaborate with Product, Engineering, Impact, Community Support, and Strategic Partnerships teams on operational enhancements.
- Support onboarding processes for new Hub partners and ecosystem initiatives.
- Contribute to special projects that advance Kiva U.S. strategic priorities.
Data, Reporting & Performance Management
- Track and analyze key metrics related to loan supply, repayment, risk, impact, fundraising, and partner performance.
- Build, maintain, and share reports using Salesforce, Looker, and other reporting tools.
- Utilize quantitative and qualitative data to inform operational and strategic decision-making.
- Support grant reporting and ensure timely completion of program deliverables.
- Develop dashboards, analyses, and recommendations that help improve program outcomes.
Qualifications:
Required
- Bachelor's degree or equivalent professional experience.
- 2–4 years of relevant experience in program management, operations, community development, customer success, lending, underwriting, economic development, or related fields.
- Strong analytical, critical-thinking, and problem-solving skills.
- Exceptional attention to detail and process management.
- Excellent written and verbal communication skills.
- Demonstrated ability to manage multiple projects, priorities, and stakeholders simultaneously.
- Experience working independently in a remote or distributed team environment.
- Strong organizational and time-management skills.
- Commitment to financial inclusion, entrepreneurship, and social impact.
- Ability to build trusted relationships with external partners and internal stakeholders.
Preferred
- Experience supporting entrepreneurial ecosystems, small business development, community lending, or economic development initiatives.
- Experience with underwriting, loan operations, portfolio management, or risk management.
- Familiarity with Salesforce, Looker, Google Workspace, Excel, FormAssembly, Canva, Asana, Slack, Zoom, or similar platforms.
- Experience creating training materials, technical assistance resources, or educational content.
- Spanish language proficiency.
- Experience with grant-funded programs and partner reporting.
What we offer:
A diverse and inclusive workplace where we learn from each other is an integral part of Kiva's culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!
We will only accept applications directly from candidates. Kiva will not be responsible for any recruiting agency fees, absent a formal agreement.
