Director of Customer Operations and Collections

Summary

Join InDebted as the Director of Customer Operations and Collections - North America! Lead and shape the customer operations strategy in the US and Canada, ensuring exceptional results for clients and customers. Manage teams across multiple channels (email, SMS, live chat, voice), overseeing operational execution to meet targets while maintaining high customer experience standards. Manage key areas like workforce planning, resource allocation, and agent performance. Serve as the top escalation point for complex issues and build strong client relationships. Collaborate with the Global Head of Excellence and integrate newly acquired businesses. This role demands exceptional analytical skills and a deep understanding of agent performance drivers. InDebted offers a remote-first work environment with flexible schedules and generous paid leave.

Requirements

• Proven leadership in customer operations or collections within high-growth, fast-paced environments
• Expertise in scaling onshore and offshore workforces with effective workforce planning strategies
• Strong analytical skills, building custom reports and dashboards to drive operational improvements
• Experienced in financial management, operating within budget, and optimizing resources
• Skilled in hiring, leading, and developing high-performing teams, with a focus on continuous improvement
• Proficient in designing and implementing performance programs, training initiatives, and incentive schemes
• Demonstrated ability to leverage technology to enhance efficiency, scalability, and outcomes
• Experienced in optimizing systems and tools for customer operations
• Strong client management skills, building relationships across diverse verticals and presenting to senior stakeholders
• Intimate knowledge of US regulatory compliance and omnichannel customer contact operations
• Experienced working in global, matrixed organizations with the flexibility to travel for client engagements

Responsibilities

• Drive North American customer operations and agent-led collections strategy, aligning with InDebted’s goals and collaborating with senior leadership
• Implement scalable processes and share global best practices to enhance efficiency and performance
• Oversee omnichannel operations, optimize workflows, and build specialized teams to achieve revenue, margin, and customer experience targets
• Lead high-performing teams, set KPIs, and use data-driven insights to improve collections and operational efficiency
• Manage onshore and offshore resources, forecast demand, and balance workloads to maximize outcomes
• Strengthen client relationships, provide transparent updates, and represent InDebted in key meetings
• Leverage technology and automation to enhance scalability and streamline workflows
• Ensure compliance with regulatory standards and optimize processes for efficiency and customer satisfaction
• Support acquisition evaluations and integrate new teams into InDebted’s frameworks, aligning with operational standards and goals

Benefits

• Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
• Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
• Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
• Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
• Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
• Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave