Your work will span program strategy, hands-on casework, cross-functional collaboration, and operational scaling to improve key objectives such as recovery rates, customer experience and compliance.

Responsibilities:

• Casework & Process Expertise: Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions.

• Program Strategy & Execution: Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals.

• Scaling & Process Optimization: Identify opportunities to automate, standardize, and scale collections operations,reducing manual effort while improving efficiency and consistency as volume grows.

• Compliance & Quality Assurance: Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks,including audits and calibration,to uphold quality standards.

• Data & Performance Management: Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes.

• Cross-Functional Collaboration: Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements.

• Documentation & Enablement: Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos.

We're looking for someone who is equally comfortable in the details of a complex case and in the strategic design of programs that serve thousands of customers. You are a proactive problem solver who constantly challenges the status quo and pushes for innovation in how collections operations run.

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