Director of Customer Operations - Collections

December 3, 2024

Apply Now

Receive Emails with Similar Jobs

InDebted

WebsiteLinkedInAll Job Openings

InDebted is a company that aims to revolutionize the world of consumer debt management by providing AI-powered solutions for organizations. They offer a digital-first approach to debt collection, enabling organizations to manage consumer debt more effectively and with enhanced customer experiences. Their platform, Collect, uses compliance and intelligent conversational AI to engage customers and optimize collections strategies. InDebted operates globally in countries including the United Kingdom, United States, Canada, Australia, and New Zealand, offering multi-lingual and scalable solutions. They focus on improving collections strategy and customer satisfaction, making debt resolution simple and painless for consumers.

Debt Collection • Technology • Machine Learning • Software • Predictive Analytics

201 - 500 employees

Founded 2016

💳 Fintech

🤖 Artificial Intelligence

🤝 B2B

💰 Venture Round on 2022-07

📋 Description

• 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. • 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. • You will shape and lead customer operations strategy in the US and Canada, delivering exceptional results for clients and customers. • You will oversee operational execution to meet collections, revenue and margins targets, while maintaining the highest standards of customer experience. • The Director will serve as the top escalation point for complex customer issues in North America.

🎯 Requirements

• 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 flexibility to travel for client engagements.

🏖️ Benefits

• Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility • Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life • Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs • Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity • Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country • Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave