Director Call Center Operations

The Opportunity

The Director of Customer Engagement & Revenue Operations provides senior leadership for the company’s Customer Service Center (CSC), overseeing loan funding, servicing, and first‑party collections.

This role is responsible for delivering strong day‑to‑day performance while building and strengthening the operational capabilities needed to support future growth. The Director ensures the CSC evolves in a disciplined, compliant, and customer‑focused manner—balancing revenue recovery, customer retention, and regulatory integrity within a highly regulated environment.

Success in this role is defined by meeting financial objectives, maintaining positive customer relationships, and developing an operation that is prepared to scale as business needs evolve.

What You’ll Do

Lead Customer Engagement & Revenue Outcomes

• Oversee first‑party collections, servicing, and funding operations to meet or exceed company performance targets
• Ensure customer interactions balance recovery goals with relationship preservation and long‑term retention
• Guide customer engagement strategies that help customers resolve account challenges effectively and compliantly
• Oversee collection campaigns and drive continuous improvements in efficiency and effectiveness

Direct and Evolve Call Center Operations

• Plan, direct, and oversee daily CSC operations, including staffing, workflows, and performance management
• Establish, implement, and maintain call center standards, policies, procedures, and customer interaction guidelines
• Monitor operational performance through KPIs and reporting; identify trends and implement process improvements
• Build, scale, and strengthen CSC processes, systems, and controls to support current performance and future growth
• Lead the development and ongoing enhancement of the collections module in GPS, ensuring scalability, accuracy, and compliance
• Ensure operational readiness as customer demand, product offerings, and business priorities evolve

Build and Lead High‑Performing Teams

• Foster a culture of accountability, professionalism, empathy, and customer respect
• Develop leaders and frontline team members through coaching, feedback, and performance management
• Partner with the Learning and Development team to lead the design and continuous improvement of training modules
• Collaborate on performance management frameworks and incentive or bonus programs
• Provide steady leadership through operational change, increased complexity, or expansion

Ensure Regulatory Excellence & Cross‑Functional Alignment

• Serve as a key owner of regulatory compliance across FDCPA, FCRA, UDAAP, and related requirements
• Embed ethical and compliant practices into daily operations, training, and coaching
• Partner with Branch Operations, Compliance, Risk, and Technology teams to ensure alignment with enterprise standards and brand voice
• Use operational and behavioral data to understand delinquency drivers and inform ongoing improvements

What We’re Looking For

• Senior leadership experience in call center operations, collections, servicing, or customer engagement
• Strong understanding of first‑party collections and regulated financial services environments
• Proven ability to lead teams, manage performance, and improve operational outcomes
• Experience building or evolving operational processes, systems, or teams over time
• Systems‑oriented mindset; experience with call center platforms such as GPS strongly preferred

Why This Role Matters

This role is central to protecting revenue, maintaining customer trust, and ensuring compliance. The Director’s leadership directly impacts customer outcomes today while shaping the future readiness and scalability of the Customer Service Center.