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About the role
Key responsibilities & impact- Lead operational execution across implementations, onboarding, client launches, and production environments
- Establish operational processes, controls, escalation paths, and execution standards across the organization
- Drive accountability across internal teams and external partners to ensure operational consistency and execution discipline
- Maintain operational readiness for platform deployments, workflow changes, and client expansions
- Own deployment execution and operational coordination for collection agencies, healthcare organizations, debt buyers, and servicing clients
- Build scalable onboarding, implementation, and operational support processes
- Ensure operational workflows align with client requirements, staffing models, servicing strategies, and compliance expectations
- Maintain strong working knowledge of debt collection regulations including FDCPA, TCPA, Reg F, state regulations, consent management, disclosures, call handling, and operational controls
- Partner closely with Compliance and Legal teams to ensure operational processes align with regulatory expectations and client requirements
- Support audit readiness, documentation standards, complaint escalation management, and operational governance
- Develop operational playbooks, deployment standards, QA processes, workflow governance, and escalation procedures
- Identify operational gaps, servicing inefficiencies, workflow risks, and process breakdowns
- Drive operational improvements focused on scalability, consistency, compliance, and client outcomes
- Coordinate operational testing, release readiness, and production support activities
- Act as the operational bridge across Operations, Product, Engineering, Compliance, Client Success, Sales, and executive leadership
- Manage relationships with operational leaders, compliance teams, implementation stakeholders, and external partners
- Track operational KPIs including deployment timelines, implementation success, workflow efficiency, client adoption, QA trends, and operational risk indicators
Requirements
What you’ll need- 15+ years of operational leadership experience in collections, healthcare revenue cycle, financial services, contact center operations, or other regulated servicing environments
- Strong understanding of debt collection regulations, operational compliance requirements, and consumer communication workflows
- Experience managing operational teams, implementations, onboarding, and client delivery functions
- Proven ability to operate inside regulated, high-volume servicing environments
- Strong project management, organizational, and operational leadership skills
- Experience coordinating across Compliance, Product, Engineering, Legal, and executive leadership teams
- Ability to manage multiple priorities and operational risks in fast-moving environments
- Experience supporting operational audits, governance processes, and escalation management
- Familiarity with AI enabled workflows, conversational AI, automation platforms, or contact center technologies preferred
Benefits
Comp & perks- 15 days PTO + all federal holidays + 3 sick days
- Health insurance reimbursement (ICHRA)
- 401(k)
- Laptop provided by the company
- Participation in Employee Stock Ownership Plan (ESOP)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational executiononboardingclient launchesdeployment executionoperational coordinationoperational workflowsoperational improvementsoperational testingQA processesregulatory compliance
Soft Skills
leadershipaccountabilityorganizational skillsproject managementcommunicationrelationship managementproblem-solvingadaptabilitystrategic thinkingcollaboration