Collections Program Manager

Responsibilities

• Casework & Process Expertise: Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions.
• Program Strategy & Execution: Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals.
• Scaling & Process Optimization: Identify opportunities to automate, standardize, and scale collections operations—reducing manual effort while improving efficiency and consistency as volume grows.
• Compliance & Quality Assurance: Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks—including audits and calibration—to uphold quality standards.
• Data & Performance Management: Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes.
• Cross-Functional Collaboration: Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements.
• Documentation & Enablement: Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos.

Minimum Requirements

• 3+ years of program management experience, with a focus on operational process design, implementation, and scaling.
• Willingness and ability to perform hands-on casework alongside program responsibilities.
• Strong analytical skills with the ability to use data to drive decisions and measure impact.
• Proven experience delivering cross-functional initiatives and influencing stakeholders without direct authority.
• Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non-technical audiences.
• Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities.

Preferred Qualifications

• Experience in financial services or fintech, particularly in collections or lending operations.
• Familiarity with automation tools and techniques, including a working knowledge of SQL.
• Experience in change management—taking initiatives from conception through scaled execution.
• Background in a compliance-sensitive environment with knowledge of relevant regulatory frameworks.
• Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops.