Manager, Operations

Join Our Team at Pioneer Credit Recovery

Pioneer Credit Recovery, Inc. is a nationwide leader in accounts receivable management solutions. For more than 45 years, we have enhanced collections management for even the most complex state and federal programs. Using technology, expertise, predictive analytics, and industry-leading training programs, we strive to deliver superior results for our government clients most critical asset recovery programs.

WORK LOCATION

This is aremoteposition with eligibility in the following states:AZ, DE, FL, GA, HI, IN, KY, LA, MI, NJ, NY, NC, OH, PA, SC, TN, TX, VA, WA, WI.Candidates must reside in one of the locations for consideration.

Please note:Pioneer Credit Recovery, Inc., does not provide visa sponsorship now or in the future. Candidates must be legally authorized to work in the United States without current or future sponsorship requirements.

PAY TRANSPARANCY

This role will offer$55,000 - $65,000 annually,depending on experience, skills, and location.

POSITION SUMMARY

The Manager, Operations is responsible for overseeing daily call center, back office, and/or collections operations to ensure performance, compliance, quality, and revenue objectives are achieved. This role leads frontline supervisors and team members, drives productivity, ensures adherence to company and regulatory requirements, and supports continuous improvement initiatives.

The Manager partners with senior leadership to implement staffing strategies, training programs, performance management processes, and operational controls that enhance efficiency, customer experience, and financial results.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead and direct daily operations of assigned teams to achieve service, quality, compliance, and revenue goals.
• Establish performance expectations and monitor productivity, call activity, collections or back-office results, and operational metrics.
• Coach, mentor, and develop supervisors and frontline staff to drive engagement, accountability, and performance improvement.
• Conduct regular team meetings, provide structured feedback, and administer performance evaluations and corrective actions as needed.
• Develop staffing plans and schedules to ensure appropriate coverage and efficient resource utilization.
• Monitor and analyze operational data, forecasts, and trends to identify risks and implement corrective actions.
• Prepare and deliver performance scorecards, projections, and management reports.
• Ensure strict adherence to company policies, client requirements, and applicable federal and state regulations, including FDCPA and related compliance standards.
• Review accounts, calls, and workflows to ensure quality assurance and regulatory compliance.
• Address escalated customer or debtor concerns and support complaint resolution.
• Partner with cross-functional teams to resolve operational issues and improve processes.
• Lead interviewing, hiring, and onboarding efforts for team members and supervisory staff.
• Maintain accurate documentation related to attendance, performance, compliance reviews, and personnel actions.
• Drive continuous improvement initiatives to enhance productivity, customer satisfaction, and operational effectiveness.
• Perform additional duties as assigned.

What Youll Need to Succeed

• Minimum of two (2) years of leadership experience in a call center, customer service, back office, or collections environment.
• Experience managing performance-driven teams with measurable revenue or service targets.
• Strong leadership, coaching, and employee development skills.
• Demonstrated ability to analyze performance data and translate findings into actionable plans.
• Excellent written and verbal communication skills.
• Strong organizational, time management, and multitasking abilities.
• Proficiency in Microsoft Office and Windows-based systems.
• Ability to manage confidential and sensitive information.
• Ability to meet aggressive daily, weekly, and monthly performance goals in a fast-paced environment.

Education/Experience

• High school diploma or GED required.

Preferred

• Bachelors degree in Business or related field, or equivalent work experience.
• Knowledge of FDCPA and other applicable federal and state regulations; ACA Collector Certification preferred.
• Third-party collections experience preferred.

PHYSICAL DEMANDS/WORKING CONDITIONS

• This role is primarily computer-based and may be performed in an office or remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WHAT WE OFFER

Pioneer Credit Recovery, Inc.,
offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following which include:

Medical, Dental, & Vision Insurance

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• Business Travel Accident Insurance
• Corporate Travel Discounts
• Bonus & Incentive Compensation Programs
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)

Paid Time Off

• 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Bereavement

Other Voluntary Benefits

• Life and AD&D Insurance for Employees/Spouse/Child(ren)
• Critical Illness
• Accident Insurance
• Dependent Care Flexible Spending Account (DCFSA)

Pioneer Credit Recovery, Inc.is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.

Please visit our website to learn more about ushttps://www.duncansolutions.com/

To view all of our current job opportunities, please visit
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