Operations Manager, Auto Collections
New
USFull-TimeManager
Salary79,000 - 109,200 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisComplianceProcess improvement
Requirements
- 3+ years of experience leading frontline teams in collections, contact center, or customer operations environments.
- Proven ability to manage performance in a KPI-driven setting with accountability for operational and team outcomes.
- Experience coaching and developing employees through structured performance management, feedback, and career development planning.
- Strong analytical skills with the ability to use operational data to drive decisions and improve team performance.
- Familiarity with auto collections processes such as repossessions, title servicing, reinstatements, or secured lending is a plus.
- Ability to identify process improvement opportunities and influence operational change across teams.
- Strong communication and interpersonal skills, with the ability to build engagement in remote or distributed teams.
- Comfort working in fast-paced, regulated environments balancing compliance, performance, and customer experience.
Responsibilities
- Lead, coach, and develop a team of Collections Specialists managing accounts across all stages of the auto delinquency lifecycle.
- Drive team performance against key operational KPIs, including collection rates, payment resolution, action rates, and customer experience metrics.
- Conduct regular one-on-ones, coaching sessions, and performance reviews to improve individual and team effectiveness.
- Analyze operational data and portfolio trends to identify risks, performance gaps, and opportunities for process improvement.
- Partner cross-functionally with Compliance, Analytics, Workforce Management, Training, and Product teams to enhance operational execution.
- Support the scaling of auto collections operations by refining processes, documentation, and best practices.
- Foster a strong remote team culture through communication routines, recognition programs, and engagement initiatives.
- Ensure all collection activities comply with internal policies, regulatory requirements, and customer protection standards.
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