Director, Customer Resolutions

International Luxury Hotel Association

Director of Customer Resolutions leading service delivery across the US, India, and Philippines. Shape strategy and operational excellence while utilizing data and AI for customer outcomes.

Posted 5/27/2026full-timeRemote • Florida, New Jersey, Texas • 🇺🇸 United StatesLead💰 $140,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

Partner with the Vice President to shape Customer Resolutions strategy, contributing regional insights, execution realities, and improvement opportunities.
Serve as a thought leader in applying data, AI, and automation to resolution workflows, agent effectiveness, and customer experience.
Identify emerging trends in delinquency behavior, customer interaction patterns, and operational performance to inform future-state design.
Champion a customer-centric, digitally enabled operating model that balances technology scale with human judgment.
Lead Customer Resolutions service delivery across assigned geographies, portfolios, or functions aligned to US onshore, India, and Philippines delivery models.
Ensure effective operating rhythms across distributed teams, including follow-the-sun support, standardized handoffs, and cross-location alignment.
Enable regional customization where appropriate while maintaining global consistency in policy, controls, and customer treatment.
Balance cost efficiency, service quality, and customer outcomes across onshore and offshore delivery models.
Help operationalize AI- and analytics-driven resolution strategies, including prioritization models, agent-assist tools, and digital resolution pathways.
Partner with Technology and Data Science teams to refine models, workflows, and decisioning logic using operational feedback and outcomes.
Drive adoption, governance, and effective use of CRM, dialers, digital self-service, analytics dashboards, and AI-enabled tools across regions.
Translate complex model outputs and analytics into actionable guidance for regional leaders and frontline teams.
Partner with internal and external delivery teams and vendors to meet SLA, quality, and cost objectives.
Collaborate cross-functionally to improve handoffs, eliminate friction, and deliver a seamless end-to-end borrower experience.
Contribute to vendor governance, performance reviews, and innovation discussions.
Lead, coach, and develop managers and frontline leaders across US, India, and Philippines delivery teams.
Build strategic, analytical, and digital capability within leadership teams—not just operational execution skills.
Drive engagement, culture, and leadership readiness within diverse and geographically distributed teams.
Develop future leaders capable of operating in a data-driven, AI-enabled servicing environment.
Build AI and data literacy across Resolutions leadership, enabling managers to interpret model outputs, challenge recommendations, and lead data‑driven Lean improvements.

Requirements

What you’ll need

Bachelor’s degree required; advanced degree preferred.
8–10 years of experience in the mortgage industry, specifically in call center environments related to collections, recovery, loss mitigation, or customer resolutions, with 3–5 years in leadership roles with increasing levels of responsibility.
Experience leading multi-site and/or global contact center operations, including offshore delivery models.
Demonstrated ability to combine operational leadership with strategic thinking and continuous improvement.
Strong understanding and management of collections and cure economics, operational KPIs, and cost drivers.
Lean Six Sigma certification or equivalent experience, with demonstrated success in value‑stream mapping, waste elimination, and cycle‑time reduction is preferred.
Experience leading analytics-, AI-, or technology-enabled transformation initiatives.
Working knowledge of US consumer servicing regulatory and compliance requirements.
Culturally adept leader with strong communication, analytical, and change leadership capabilities.

Benefits

Comp & perks

medical, dental and vision
up to 3% match on 401(k) contributions
generous paid time off
company-paid life, accident and disability coverage
programs for mental, physical and financial wellness

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisAIautomationoperational performanceanalytics-driven resolution strategiesLean Six Sigmavalue-stream mappingwaste eliminationcycle-time reductioncollections management

Soft Skills

strategic thinkingoperational leadershipcommunicationanalytical skillschange leadershipcoachingteam developmentcustomer-centric mindsetcultural adaptabilitycross-functional collaboration

Certifications

Lean Six Sigma certification