DescriptionOur Servicing team is seeking an experienced operations leader to lead the day-to-day execution of servicing operations while preparing the team for continuous change and operational evolution.
This role is designed for a proven operations leader who thrives leading large contact center organizations through transformation. You'll partner closely with Servicing Strategy, Technology, Product, and Analytics leaders to successfully implement strategic initiatives while ensuring operational stability, employee engagement, and exceptional customer outcomes.
The Opportunity As ACA continues investing in automation, AI, digital servicing capabilities, and operational modernization, our servicing organization must continually adapt without disrupting customer experience or business performance.
Bring strategy to life... leading the operational execution, organizational readiness, and change management required to successfully deliver new technologies, automation, scalable processes, and evolving servicing models.
What You'll Do You will lead large-scale servicing operations while ensuring the organization successfully adopts new processes, technologies, and operating models.
- Lead multiple servicing functions across contact center operations, collections, recoveries, and loss mitigation.
- Build high-performing teams, strengthen operational discipline, and lead the organization through change while maintaining performance, compliance, and service excellence.
- Partner with the Servicing Innovation to operationalize strategic initiatives, technology enhancements, automation, and process improvements.
- Lead organizational change management efforts that drive adoption while minimizing operational disruption.
- Build scalable operating practices that improve efficiency, productivity, quality, and customer outcomes.
- Evaluate organizational design, staffing models, workforce planning, and operational structures to support business growth.
- Develop leaders capable of navigating change while maintaining high employee engagement and performance.
- Manage third-party servicing partners and offshore teams, ensuring operational excellence, contractual performance, and regulatory compliance.
Who You Are - Calm, steady leader who creates clarity during periods of transformation.
- Trusted business partner capable of translating strategic initiatives into operational execution.
- A coach who develops leaders while building highly engaged, accountable teams.
- Continuous improvement mindset focused on simplifying operations without sacrificing customer experience or compliance.
- Collaborative leader who influences cross functional teams.
- Known for building teams that successfully embrace change rather than react to it.
What You Bring: - 10 years of progressive leadership experience leading large-scale servicing, collections, recoveries, or contact center operations.
- Experience leading leaders across multiple operational functions.
- Demonstrated success leading organizations through large-scale operational change, organizational transformation, or technology implementations.
- Strong background in contact center leadership, workforce management, and operational performance.
- Experience implementing operational changes resulting from automation, digital transformation, system enhancements, or AI-enabled capabilities.
- Strong understanding of operational risk, regulatory compliance, and governance within regulated servicing environments.
- Exceptional executive communication, organizational leadership, and change management skills.
- Bachelor's degree required.
This role is based onsite at our headquarters in Spartanburg, South Carolina. - Open to candidates willing to relocate.
- Must be able to relocate by the start date.
