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11 days ago
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customer engagement ai vendor management bpo data-driven decisions
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📋 Description

  • Own first-party collections across agent, digital, and AI channels.
  • Oversee end-to-end collections engagement: contact center ops and digital AI servicing.
  • Partner with Product, Engineering, Analytics, Compliance, and Ops to scale AI solutions.
  • Drive customer outcomes and operational efficiency using data-driven improvements.
  • Establish scalable processes and governance for AI-powered servicing and self-service.
  • Foster cross-functional collaboration with vendor partners.

🎯 Requirements

  • 5+ years leading collections programs.
  • Experience across voice, digital, and self-service ops.
  • Strong understanding of collections, recoveries, and financial services ops.
  • Experience with BPO partners and external providers.
  • Data-driven approach to drive business decisions and improvements.
  • Collaborates with Product, Engineering, Analytics, Compliance, and Ops.

🎁 Benefits

  • Health care coverage for you and dependents.
  • Flexible Spending Wallets for tech, food, and lifestyle needs.
  • Time off - vacation and holidays to rest and recharge.
  • ESPP - Employee stock purchase plan at a discount.
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