Director of Contact Center Collections Strategy

Concord Servicing

Director of collections strategy & operations at Concord, optimizing collections through Genesys Cloud expertise. Leading performance governance and technology roadmaps in a hybrid environment.

Posted 5/12/2026full-timeScottsdale • Arizona • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Define and lead long-range outbound collections strategy across all delinquency stages, customer segments, and recovery phases — aligning portfolio philosophy with measurable business outcomes.
Build and continuously evolve portfolio segmentation frameworks and contact strategies that optimize recovery rates while preserving customer experience.
Identify macro delinquency trends, translate data-driven insights into strategic direction, and own portfolio-level recovery performance and continuous improvement roadmaps.
Partner with Analytics to define performance measurement standards, predictive scoring models, and portfolio health metrics that drive proactive decisioning.
Serve as the executive business owner of the Genesys Cloud collections ecosystem — owning dialing strategy architecture, campaign orchestration, routing logic, and automation design end-to-end.
Apply hands-on Genesys Cloud expertise to configure, optimize, and govern platform performance, ensuring the technology infrastructure directly supports portfolio recovery objectives.
Establish governance standards across internal and BPO teams for disciplined platform execution, compliance adherence, and consistent methodology.
Partner with IT and Product on platform evolution, integrations roadmap, and long-term scalability planning to maintain competitive technological advantage.
Evaluate emerging collections technology, regulatory shifts, and recovery methodologies — translating industry advancements into actionable platform improvements.
Design and own KPI frameworks, performance scorecards, and accountability models that create transparency and drive consistent execution across the collections organization.
Monitor performance against recovery targets, identify structural risks, and develop enterprise-level mitigation strategies before they impact portfolio outcomes.
Deliver executive-ready insights, performance analyses, and strategic recommendations to senior leadership, translating operational data into business-level narratives.
Act as a trusted strategic advisor to the VP of Contact Center on portfolio performance trends, operational risk, technology investment, and growth opportunities.
Define strategic expectations, governance models, and SLA frameworks for all BPO partnerships supporting collections operations.
Oversee performance standards, audit frameworks, and optimization strategy to ensure external partners align with enterprise collections methodology and compliance requirements.

Requirements

What you’ll need

10+ years of collections contact center leadership experience, with demonstrated progression in strategic and operational ownership.
Deep, hands-on Genesys Cloud expertise in a collections environment — including dialing architecture, campaign management, routing logic, and platform governance.
Strong command of collections performance management, including KPI framework design, portfolio analytics, and recovery optimization strategies.
Proven ability to partner with analytics teams to build predictive models, define performance standards, and translate data into operational execution.
Demonstrated experience leading collections strategy in regulated financial services or servicing environments, with a clear understanding of compliance requirements.
Track record of operating as a non-agent-managing strategic leader who drives outcomes through systems, architecture, and performance infrastructure rather than direct team supervision.

Benefits

Comp & perks

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short-Term & Long-Term Disability
Wellness Resources

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

collections strategyportfolio segmentationperformance measurementpredictive scoring modelsKPI framework designportfolio analyticsrecovery optimizationdialing architecturecampaign managementrouting logic

Soft Skills

strategic leadershipoperational ownershipdata-driven decision makingcross-functional collaborationexecutive communicationperformance analysisrisk managementstrategic advisinggovernance establishmenttransparency creation