What you'll doAs an Operations Program Manager, you'll own and evolve the programs that drive our collections operations-while staying close to the work itself. You'll directly handle complex cases to build deep process knowledge and customer empathy, and use those insights to design scalable, data-driven improvements. Your work will span program strategy, hands-on casework, cross-functional collaboration, and operational scaling to improve key objectives such as recovery rates, customer experience, and compliance.
Responsibilities- Casework and 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 and Execution - Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals
- Scaling and Process Optimization - Identify opportunities to automate, standardize, and scale collections operations-reducing manual effort while improving efficiency and consistency as volume grows
- Compliance and 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 and 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 and Enablement - Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos
Who you areWe're looking for someone who is equally comfortable in the details of a complex case and in the strategic design of programs that serve thousands of customers. You are a proactive problem solver who constantly challenges the status quo and pushes for innovation in how collections operations run. If you meet the minimum requirements below, we encourage you to apply.
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 problem-solving skills with the ability to use data to drive decisions and measure impact
- 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
