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Associate Director – Voice Technology Services
OneMain FinancialAssociate Director leading inbound and outbound contact strategies for OneMain Financial. Overseeing team responsibilities, regulatory compliance, and performance metrics in a hybrid work environment.
About the role
Key responsibilities & impact- Own the design and execution of enterprise outbound contact strategies, including dialing logic, contact cadence, and channel prioritization.
- Develop and optimize contact plans across platforms and business units to maximize reach, response, and conversion while minimizing risk.
- Ensure continuous improvement of campaign effectiveness through data-driven performance analysis and experimentation.
- Lead and develop a team responsible for campaign planning, analytics, and execution support.
- Foster a culture of precision, accountability, innovation, and results orientation.
- Establish clear performance metrics, coaching, and development plans for team members.
- Lead migration to modern contact center platforms (e.g., NICE, CCaaS).
- Oversee decommissioning of legacy telephony and dialer systems.
- Drive standardization of dialer configurations, IVR logic, and contact frameworks across the enterprise.
- Partner with IT and Product teams to deliver scalable, future-ready capabilities.
- Ensure zero critical compliance incidents through rigorous controls and monitoring.
- Enforce change management standards with 100% adherence to governance frameworks.
- Maintain full audit readiness and ensure compliance with regulatory and internal policy requirements.
- Partner with Legal and Risk to evaluate and implement compliant outbound communication strategies.
- Deliver key initiatives on time, with zero outages and minimal operational disruption.
- Establish and monitor KPIs related to campaign performance, system reliability, and operational efficiency.
- Act as a strategic advisor across Operations, Legal, IT, and Product organizations.
- Align outbound strategies with broader business goals, customer experience objectives, and regulatory requirements.
- Lead cross-functional planning and execution for enterprise initiatives.
- Conduct regular frontline immersion to understand operational realities and customer interactions.
- Identify opportunities to improve customer experience, reduce friction, and optimize cost-to-serve.
- Drive adoption of enterprise initiatives that enhance engagement effectiveness and customer outcomes.
Requirements
What you’ll need- Bachelor’s degree or equivalent experience
- 7 + years of experience in contact strategy, campaign management, or contact center operations
- Proven experience managing outbound dialing strategies, contact planning, and campaign performance
- Demonstrated leadership experience with direct people management
- Strong knowledge of regulatory requirements related to outbound communications (e.g., TCPA, consent management)
- Experience with telephony platforms, dialers, and IVR systems
- Preferred Experience leading CCaaS or NICE platform implementations/migrations
- Background in highly regulated industries (financial services, healthcare, telecom)
- Strong analytical and data-driven decision-making skills
- Experience with enterprise change management and risk governance frameworks
Benefits
Comp & perks- Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
- Up to 4% matching 401(k)
- Employee Stock Purchase Plan (10% share discount)
- Tuition reimbursement
- Paid time off (15 days’ vacation per year, prorated based on start date)
- Paid sick leave as determined by state or local ordinance (prorated based on start date)
- 11 Paid holidays (4 floating holidays, prorated based on start date)
- Paid volunteer time (3 days per year, prorated based on start date)
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
contact strategycampaign managementoutbound dialing strategiescontact planningcampaign performanceregulatory requirementstelephony platformsdialersIVR systemschange management
Soft Skills
leadershipteam developmentdata-driven decision-makingcoachingaccountabilityinnovationresults orientationstrategic advisingcross-functional collaborationcustomer experience optimization