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Director of Customer Operations and Collections
InDebtedRemote, USA, United StatesRemotefull_timeVerifiedPosted 2 Dec 2024
About the role
About InDebted
InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
We’re seeking a dynamic, results-driven Director of Customer Operations and Collections to lead our customer-facing operations in North America and ensure exceptional performance.
As the Director of Customer Operations and Collections - North America, you will shape and lead InDebted’s customer operations strategy in the United States and Canada, delivering exceptional results for clients, customers and the business. Leading the teams managing customer interactions across multiple channels, including email, SMS, live chat, and voice, you will oversee operational execution to meet collections, revenue and margins targets, while maintaining the highest standards of customer experience, SLA adherence and compliance.
The Director will manage key areas such as workforce planning, resource allocation, agent and team targets, incentivisation, agent performance development, operational efficiency and scaling both onshore and offshore teams to meet growing demands. You will also serve as the top escalation point for complex customer issues in North America and build trusted relationships with senior leaders and clients to drive mutual success.
You will work closely with the Global Head of Excellence to ensure best practice in agent performance, operational processes, training, and quality assurance. You will also play a critical role in integrating newly acquired businesses in North America, ensuring seamless onboarding and operational alignment.
This role requires exceptional analytical skills, an exceptional understanding of the drivers of agent performance, the tools and frameworks that bolster their performance and quality, and the ability to drive continuous improvement initiatives.
InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
We’re seeking a dynamic, results-driven Director of Customer Operations and Collections to lead our customer-facing operations in North America and ensure exceptional performance.
As the Director of Customer Operations and Collections - North America, you will shape and lead InDebted’s customer operations strategy in the United States and Canada, delivering exceptional results for clients, customers and the business. Leading the teams managing customer interactions across multiple channels, including email, SMS, live chat, and voice, you will oversee operational execution to meet collections, revenue and margins targets, while maintaining the highest standards of customer experience, SLA adherence and compliance.
The Director will manage key areas such as workforce planning, resource allocation, agent and team targets, incentivisation, agent performance development, operational efficiency and scaling both onshore and offshore teams to meet growing demands. You will also serve as the top escalation point for complex customer issues in North America and build trusted relationships with senior leaders and clients to drive mutual success.
You will work closely with the Global Head of Excellence to ensure best practice in agent performance, operational processes, training, and quality assurance. You will also play a critical role in integrating newly acquired businesses in North America, ensuring seamless onboarding and operational alignment.
This role requires exceptional analytical skills, an exceptional understanding of the drivers of agent performance, the tools and frameworks that bolster their performance and quality, and the ability to drive continuous improvement initiatives.
About the Role
- Drive North American customer operations and agent-led collections strategy, aligning with InDebted’s goals and collaborating with senior leadership.
- Implement scalable processes and share global best practices to enhance efficiency and performance.
- Oversee omnichannel operations, optimize workflows, and build specialized teams to achieve revenue, margin, and customer experience targets.
- Lead high-performing teams, set KPIs, and use data-driven insights to improve collections and operational efficiency.
- Manage onshore and offshore resources, forecast demand, and balance workloads to maximize outcomes.
- Strengthen client relationships, provide transparent updates, and represent InDebted in key meetings.
- Leverage technology and automation to enhance scalability and streamline workflows.
- Ensure compliance with regulatory standards and optimize processes for efficiency and customer satisfaction.
- Support acquisition evaluations and integrate new teams into InDebted’s frameworks, aligning with operational standards and goals.
About you
- Proven leadership in customer operations or collections within high-growth, fast-paced environments.
- Expertise in scaling onshore and offshore workforces with effective workforce planning strategies.
- Strong analytical skills, building custom reports and dashboards to drive operational improvements.
- Experienced in financial management, operating within budget, and optimizing resources.
- Skilled in hiring, leading, and developing high-performing teams, with a focus on continuous improvement.
- Proficient in designing and implementing performance programs, training initiatives, and incentive schemes.
- Demonstrated ability to leverage technology to enhance efficiency, scalability, and outcomes.
- Experienced in optimizing systems and tools for customer operations.
- Strong client management skills, building relationships across diverse verticals and presenting to senior stakeholders.
- Intimate knowledge of US regulatory compliance and omnichannel customer contact operations.
- Experienced working in global, matrixed organizations with the fle
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