International Luxury Hotel Association

Vice President, Customer Care Center

International Luxury Hotel Association

full-time

Posted on:

Location Type: Remote

Location: Florida • New Jersey • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • Define & lead the Customer Resolutions strategy, aligned to enterprise servicing goals, driving scalable transformation and sustained performance gains.
  • Own AI- and lean-led transformation, deploying agentic AI, predictive dialing, intelligent IVR deflection, and machine learning-based propensity-to-cure models, with Lean / Six Sigma as the operating backbone.
  • Own the Cash-to-Cure value stream end-to-end, eliminating waste, reducing queue aging, and improving Days Delinquent Resolved (DDR) and Net Cure Rate.
  • Provide global executive oversight of Customer Resolutions, ensuring consistent policy execution, controls, and service standards.
  • Reduce delinquency through data-driven resolution strategies, lean staffing, and disciplined loss-mitigation waterfalls based on borrower risk tier and NPV analysis.
  • Ensure compliant escalation of non-curing accounts, including foreclosure, aligned with regulatory and investor requirements.
  • Own a tiered KPI framework covering collections efficiency, cure performance, financial outcomes, and operational quality.
  • Apply machine learning and AI decisioning to predict cure probability, pinpoint failure drivers, and route accounts to the highest-yield resolution strategy.
  • Lead the agentic AI roadmap for Customer Resolutions, deploying virtual agents, large language model (LLM)-assisted agent guidance, automated workout offers, and AI documentation to cut handle time by 30%+ and improve first-contact resolution.
  • Own the Resolutions technology stack and vendor governance, ensuring integrated, optimized CRM, dialers, IVR/digital self-service, WFM, and AI platforms.
  • Partner with Technology and Data Science to embed machine learning-driven decisioning, including cure propensity scoring, real-time prioritization, and agent assist.
  • Drive a human centered AI operating model, where AI scales volume and compliance while agents focus on complex negotiations and high-NPV decisions.
  • Partner cross-functionally within Onity to deliver a seamless end-to-end customer journey.
  • Oversee Customer Resolutions vendors to meet SLA, cost-per-cure, and compliance targets through disciplined performance management.
  • Ensure Customer Resolutions compliance with federal and state regulations, investor guidelines, and internal policies, including oversight of QA programs.
  • Act as the executive escalation point for complex customer, regulatory, and operational issues.
  • Implement AI-assisted quality monitoring with 100% interaction scoring via speech analytics and NLP, enabling real-time compliance risk detection, targeted coaching, and audit-ready documentation at scale.
  • Lead and develop a high-performing leadership team, embedding accountability, continuous improvement, and customer advocacy culture.
  • Drive succession planning and leadership development to ensure long-term organizational readiness.
  • Build AI and data literacy across Resolutions leadership, enabling managers to interpret model outputs, challenge recommendations, and lead data-driven Lean improvements.

Requirements

  • Bachelor’s degree required, master’s preferred.
  • 10+ years of senior leadership (with minimum 5+ years in senior roles) in collections, recovery, loss mitigation, or customer resolutions, including multi-site operations and direct ownership of cure rates, loss-mitigation financials, charge-off avoidance, or recovery yield; broad financial services experience preferred.
  • Proven leadership of AI and automation initiatives in collections or servicing environments (e.g., virtual agents, predictive dialers, agent assist, ML-based prioritization), with hands-on experience as a technology buyer and implementation partner.
  • Strong financial acumen in collections economics, including charge-offs, recovery yield, cost-per-cure, reserves, and P&L impact; able to articulate ROI to executives, finance, and client/investor stakeholders.
  • Lean Six Sigma certification or equivalent experience, with demonstrated success in value-stream mapping, waste elimination, and cycle-time reduction.
  • Customer-centric, analytically strong leader with the ability to manage large, geographically dispersed teams, navigate regulatory requirements, and thrive in fast-paced, changing environments.
Benefits
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401(k) with up to 3% match
  • Generous paid time off
  • Company-paid life, accident and disability coverage
  • Programs for mental, physical and financial wellness
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
machine learningAI decisioningpredictive dialingintelligent IVRdata-driven resolution strategiesKPI frameworkspeech analyticsNLPvalue-stream mappingcycle-time reduction
Soft Skills
leadershipcustomer advocacyanalytical skillscross-functional collaborationperformance managementcontinuous improvementsuccession planningteam managementcommunicationproblem-solving
Certifications
Lean Six Sigma certification