Director of Customer Operations - Collections
December 3
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
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