Operations Director, Third Party Collections
The Operations Director, Third Party Collections oversees all day‑to‑day operational performance across on‑site and remote collections teams for several different clients. You will lead Collections Managers, and integrate QA, Training, and Workforce functions to ensure exceptional results, compliance, and client satisfaction. You’ll serve as the primary operational point of contact for clients, own audit readiness, and drive continuous improvement through analytics, coaching frameworks, and digital workflows.
This role is ideal for a senior leader who thrives in a fast‑paced environment and knows how to elevate performance through clarity, consistency, and operational discipline.
What You’ll Do
Lead Multi‑Site/ Client Operations — Oversee on‑site and remote teams across multiple states; ensure consistent execution, staffing, and performance management across all locations.
Manage and Develop Leaders — Directly lead Collections Managers, QA leaders, Training, and Workforce; build leadership capability through coaching, calibration, and accountability.
Drive Performance at Scale — Own daily/weekly/monthly performance outcomes; use dashboards, QA insights, and analytics to identify trends, risks, and opportunities.
Client Governance & Meetings — Serve as the primary operational contact for clients; lead weekly/monthly business reviews, performance deep dives, and strategic planning sessions.
Audit & Compliance Oversight — Own audit readiness, responses, and corrective action plans; ensure adherence to FDCPA, state regulations, client requirements, and internal policies.
Quality Assurance Leadership — Oversee QA program design, scoring, calibration, and reporting; ensure QA insights drive coaching, training, and process improvements.
Optimize Digital Operations — Leverage dialer technology, CRM systems, workflow automation, and analytics platforms to streamline operations and improve collector productivity.
Reporting & Executive Insights — Deliver clear, data‑driven reporting to executive leadership and clients; translate analytics into actionable operational plans.
Continuous Improvement — Identify process gaps, workflow friction, and training needs; implement scalable solutions that improve efficiency and outcomes.
Culture & Engagement — Build a high‑engagement, high‑accountability culture across remote and on‑site teams using modern communication and collaboration tools.
What You Bring
7–10+ years of collections leadership experience, including multi‑site or multi‑team oversight
Strong experience in third‑party collections, client governance, and contractual performance management
Deep understanding of FDCPA, state regulations, and client‑specific compliance requirements
Demonstrated success leading leaders (Managers, QA, Training, Workforce)
Digital fluency — ability to run an operation through dashboards, dialers, QA platforms, CRM systems, and remote‑first workflows
Strong analytical capability with the ability to interpret data and drive decisions through metrics
A leadership style rooted in clarity, consistency, accountability, and operational discipline
Experience leading audits, client reviews, and corrective action plans.
