Description Summary/Objective Lead Vendor Performance. Drive Customer Success. Make an Impact. Are you passionate about building high-performing teams, developing strategic partnerships, and improving operational performance? American Credit Acceptance is looking for a
Bilingual Collections Operations Manager to lead the relationship and performance of our third-party servicing partners across multiple locations.
In this highly visible role, you'll collaborate with senior leaders, influence business strategy, and help shape the customer experience by driving operational excellence through our vendor network. If you enjoy solving complex challenges, using data to improve performance, and working with global teams, we'd love to meet you.
What You'll Do As our Vendor Manager, you'll serve as the primary business partner for our third-party servicing vendors, ensuring they consistently deliver exceptional performance, customer experiences, and operational results.
You'll:
- Build and maintain strong partnerships with vendor leadership.
- Monitor performance using KPIs, SLAs, quality metrics, and customer outcomes.
- Identify opportunities to improve efficiency, productivity, and service delivery.
- Lead performance reviews and develop action plans that drive measurable results.
- Collaborate with Operations, Compliance, Quality, Training, Workforce Management, and other cross-functional teams.
- Communicate business priorities and ensure operational consistency across vendor locations.
- Analyze performance trends and present recommendations to senior leadership.
- Support new initiatives, process improvements, and operational projects.
- Travel domestically and internationally to strengthen vendor relationships and support business objectives.
What We're Looking For We're looking for a collaborative leader who enjoys developing partnerships, solving operational challenges, and using data to improve business performance.
Required Qualifications - 5+ years of experience in collections, servicing, customer service, or financial services operations.
- 3+ years of leadership, vendor management, operations management, or business process oversight.
- Fluent in both English and Spanish (required).
- Strong experience managing performance through KPIs and operational metrics.
- Excellent communication and relationship-building skills.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Willingness to travel up to 50%, including international travel.
Preferred Qualifications - Experience in auto finance, consumer lending, or financial services.
- Bachelor's degree in Business, Finance, or a related field.
- Experience working with offshore or third-party service providers.
Why You'll Love This Role This isn't a traditional vendor management position. You'll have the opportunity to:
- Influence business strategy and operational performance.
- Partner directly with senior leadership.
- Lead continuous improvement initiatives with global vendor partners.
- Drive meaningful improvements in customer experience.
- Work in a collaborative, fast-paced environment where your ideas make an impact.
- Build relationships across domestic and international teams.
Travel This role includes approximately
50% domestic and international travel to support our vendor partners and strengthen operational performance.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
