Director, Servicing Operations

About the role

The Servicing team is seeking an experienced operations leader to manage day-to-day servicing operations and prepare the team for ongoing change and evolution.

Responsibilities

• Lead large-scale servicing operations while ensuring successful adoption of new processes, technologies, and operating models.
• 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 team to operationalize strategic initiatives, technology enhancements, automation, and process improvements.
• Lead organizational change management efforts that drive adoption while minimizing operational disruption.
• Develop 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.

Requirements

• 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.

Qualifications

• Exceptional executive communication, organizational leadership, and change management skills.
• Bachelor's degree required.

Benefits

ACA provides competitive compensation and benefits including health insurance, retirement plans, and paid time off.

Pay

$80,000 - $100,000 annually, commensurate with experience.

Schedule

Full-time, Monday through Friday, 9 AM to 5 PM.

Contact

To apply, please email your resume to [email protected] with "Servicing Operations Leader" in the subject line.