Director of Strategy and Ops, Collections

Summary

Join PadSplit as the Director of Strategy & Ops, Collections to lead a mid-size team and drive core collections metrics. You will define and execute the Payments team strategy, streamline operations, optimize processes, and collaborate across departments. This role requires strategic planning, operational efficiency improvements, process optimization, cross-team collaboration, data-driven experimentation, and tech stack ownership. You will manage a team of 25+ staff, monitor performance, and report on key metrics. The ideal candidate is a dynamic leader with experience in strategy, operations, data analysis, and team management. This is a fully remote position.

Requirements

• Strategic Vision: Proven ability to develop and execute a strategic roadmap aligned with business objectives and key metrics
• Operational Expertise: Experience in streamlining processes and scaling operations for growing teams and organizations
• Process Improvement: Strong track record of creating, refining, and managing efficient core processes for diverse operational needs
• Cross-Functional Collaboration: Ability to work closely with CX, Product, and Data teams to align on goals and deliver impactful results
• Analytical Proficiency: Skilled in data analysis, reporting, and experimentation to drive metrics like collections rates and operational efficiency
• Tech Stack Management: Experience owning, managing, and optimizing a technical ecosystem, including evaluating and integrating new tools
• Leadership Experience: Demonstrated success managing mid-size teams, including mentoring people managers with varying levels of experience
• Customer-Centric Approach: Empathy for customer needs and a focus on delivering exceptional customer experiences
• Adaptability and Initiative: A "jack of all trades" mindset with the ability to work independently, learn quickly, and adapt to evolving challenges
• Remote Team Building: Experience fostering strong team culture and collaboration in a remote work environment

Responsibilities

• Strategic Planning: Define and execute the Payments team strategy by developing a clear vision, roadmap, and goals aligned with driving core collections metrics
• Operational Efficiency: Streamline operational processes to ensure the Payments team can scale effectively with the company’s rapid growth
• Process Optimization: Develop, implement, and revise core processes for handling customer support tickets, collections workflows, and special projects
• Cross-Team Collaboration: Collaborate with Product, CX, and Data teams to identify product needs and champion improvements that enhance customer experience, collections, and drive efficiency
• Data-Driven Experimentation: Design and execute tests and experiments to optimize key payments metrics, including collections rate and team productivity
• Tech Stack Ownership: Oversee the Payments team tech stack, evaluating and integrating tools, including AI solutions, to improve operational efficiency
• Team Leadership: Manage daily operations and a team of 25+ staff, providing leadership and guidance to three team leads and ensuring smooth execution of responsibilities
• Performance Monitoring: Monitor and report on payments performance metrics, driving initiatives to improve collections rates and align the team’s performance with business objectives

Preferred Qualifications

• Collections/Payments Experience: While collections and payments experience is a plus, it is not required
• Creativity: We want to be adaptable to help make it easier for our members to stay on track with their payments so ensuring we adopting new payment options that are scalable is a key area we expect this role to bring

Benefits

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis
• $110,000 - $130,000 a year