What You'll Be DoingThe Director of Product & Operations is a high-impact, enterprise-facing role responsible for translating company strategy into measurable operational execution that improves financial performance, customer retention, and recovery/collections outcomes. Reporting directly to the Head of Product, Ignition Interlock, this role will partner across Product, Operations, Finance, Data Analytics, Customer Experience, Marketing, Compliance, Legal, IT, Engineering, and Sales to identify, prioritize, and execute initiatives that reduce customer churn, improve payment performance, increase recovery effectiveness, and strengthen the end-to-end customer experience. This individual will connect strategic priorities to practical operating plans, define clear success metrics, coordinate cross-functional delivery, and ensure initiatives generate measurable bottom-line impact. The role will focus particularly on enterprise-wide improvements in billing practices, customer communications, dunning and payment workflows, repayment programs, self-service capabilities, segmentation, escalation management, and process discipline that enable better outcomes for customers and the business.
- Lead enterprise-wide strategy execution for initiatives that improve customer retention, recovery, collections effectiveness, operational efficiency, and bottom-line financial performance.
- Partner with the Head of Product to convert strategic priorities into actionable roadmaps, business cases, milestones, success measures, and cross-functional execution plans.
- Drive initiatives that reduce delinquency, improve cure rates, decrease bad debt, increase customer lifetime value, and improve the consistency and scalability of recovery and collections processes.
- Analyze operational, financial, customer, and product data to identify high-value opportunities, recommend prioritization, and measure impact of delivered initiatives.
- Partner with Finance and Data Analytics to quantify opportunity size, define KPIs, monitor performance, and communicate ROI, risks, dependencies, and trade-offs to senior leadership.
- Coordinate cross-functional delivery across Product, Operations, IT, Engineering, Marketing, Customer Experience, Compliance, Legal, Sales, and Finance to remove blockers and ensure timely execution.
- Identify and lead improvements in billing, dunning, customer communication, repayment options, self-service capabilities, escalation handling, and account treatment logic.
- Create clear documentation, project charters, business requirements, decision frameworks, and executive summaries to support alignment, accountability, and change management.
- Serve as an enterprise connector and execution lead, ensuring stakeholder needs, customer experience, compliance requirements, operational realities, and financial outcomes are considered in all recommendations.
What You'll Bring:- 8+ years of experience in product operations, business operations, strategy execution, product management, customer operations, fintech, collections, recovery, retention, or related operational leadership roles.
- Demonstrated ability to lead cross-functional initiatives that create measurable financial, operational, or customer experience impact.
- Strong financial and analytical acumen, with ability to interpret data, build business cases, size opportunities, evaluate trade-offs, and communicate the "so what" to leadership.
- Ability to influence without direct authority across multiple functions and align stakeholders around priorities, decisions, ownership, and execution timelines.
- Experience improving customer retention, payment performance, collections effectiveness, billing processes, customer communications, or operational workflows preferred.
- Strong written and verbal communication skills with ability to simplify complex topics, prepare executive-ready materials, and clearly communicate risks, dependencies, and recommendations.
- Comfort operating in ambiguity, creating structure from undefined problems, and moving work forward with urgency and accountability.
- Experience partnering with technology, data, compliance, legal, finance, and operations teams to deliver workflow, system, reporting, or customer-facing improvements.
- Bachelor's degree preferred or equivalent combination of education and relevant experience.
Why work for us?Check out this list of a few of the many good reasons why we are a Top Workplace:- We are the nation's largest interlock provider, and our Mission is to help people live and drive responsibly.
- Mindr won the 2026 Top Workplace Award locally and nationally-and 2026 Best Place for Working Parents Award
- Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
- A comprehensive and highly competitive benefits package, including:
- Dental Insurance
- Health Insurance
- Vision Insurance
- 401(k)
- UKG Wallet-our team members can access their earned wages before payday
- Paid Holidays
- Paid Time Off
- Ongoing Professional Training online via Cornerstone
- And more
