Director, Collections Strategy

The Director, Collections Strategy leads the enterprise design and optimization of outbound collections strategies across dialer, SMS, and email channels. This role sets the vision for segmentation, contact governance, and multi-channel orchestration to drive improvements in right-party contact, promise-to-pay, and cure rates while ensuring a compliant, customer-centric experience. Partnering with senior leaders across Operations, Analytics, Compliance, and Technology, the Director translates data-driven insights into scalable strategies and ensures alignment with regulatory requirements, including FDCPA, TCPA, CAN-SPAM, UDAAP, Regulation F, and applicable privacy laws.

Essential Functions

• Own the enterprise outbound collections strategy and roadmap across dialer, SMS, and email channels.

• Define customer segmentation and contact cadences aligned to risk tiers, DPD, roll rates, and collectability.

• Establish and govern contact policies, including caps, quiet hours, time-zone rules, channel prioritization, and suppression logic.

• Partner with Dialer Management to optimize predictive, power, and preview strategies, routing, and callback workflows.

• Set performance standards and monitor RPC, PTP, cure rates, abandonment, call quality, and agent productivity.

• Collaborate with Workforce Management on list strategy, pacing, penetration, and occupancy targets.

• Lead SMS and email program strategy, including consent management, suppression frameworks, and sender reputation.

• Oversee compliant message libraries and dynamic content strategies by segment and customer intent.

• Drive test-and-learn initiatives, including A/B and multivariate testing across channels, cadence, and messaging.

• Develop executive-level dashboards and analytics to measure effectiveness, incremental lift, and ROI.

• Ensure compliance with FDCPA, TCPA, CAN-SPAM, Regulation F, UDAAP, privacy laws, and applicable state requirements.

• Maintain strategy documentation, change governance, and audit readiness.

• Provide strategic oversight of dialer platforms, SMS aggregators, and email service providers.

• Lead cross-functional change initiatives, aligning Operations, Compliance, Technology, and frontline teams.

Required Education and Experience

• Bachelor’s degree in related field, or commensurate work experience required

• 7 years of experience in collections, credit operations, or lifecycle marketing

• 3 years leading outbound dialer, SMS, and email strategies.

• 3 years of people leadership experience.

• Hands-on experience with predictive dialers, SMS orchestration, and email deliverability fundamentals.

• Demonstrated ability to design and execute A/B and multivariate tests and translate results into scalable operational improvements.

• Practical understanding of outbound communications compliance, including FDCPA, TCPA, CAN-SPAM, Regulation F, and consent/privacy requirements.

• Experience in regulated financial services environments such as fintech, lending, credit cards, auto, BNPL, or telecom.

• Strong analytical skills, including proficiency with SQL, Excel, and BI tools (e.g., Power BI, Tableau, Looker).

• Familiarity with risk scoring, propensity modeling, or ML-driven segmentation approaches.

• Exposure to scripting or analytics languages (e.g., Python or R) for deeper analysis.

• Experience with SMS 10DLC compliance, STIR/SHAKEN call labeling mitigation, and domain or sender reputation management.

• Ability to translate complex data and strategy into clear executive and operational communications.

• Strong attention to detail and accuracy in a highly regulated environment.

• Ability to thrive in a fast-paced, change-driven organization.

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.