Collections Strategy & Operational Optimization Manager

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

The Role

This is not a process-maintenance role. AsManager, Collections Dialer Strategy & Operational Optimization, you are the Collections Practice's go-to operating specialist - deployed where it matters most and when it matters most.

You operate in two distinct modes:

Launch Mode
You step into new collections program launches from day one - building the contact engine, establishing the operating model, setting KPI baselines, and standing up the pilot framework. You don't inherit structure. You create it.

Recovery Mode
You step into existing programs running yellow or red on KPIs. You diagnose the root cause, cut through the noise, and define a clear, executable path back to green.

This is a runway role. The role serves as direct coach, and the right candidate grows under that mentorship into broader collections operational subject matter expertise - agent comp design, training and speed-to-competency, coaching cadence, QA methodology, and unit economics. Controlled recovery at scale is the moat - proven in operating data, not claimed.

Skills and Capabilities

• 5+ years in outbound contact center operations, dialer management, collections operations, revenue cycle, or high-volume regulated customer contact - with direct accountability for campaign performance and operating outcomes, including 3+ years hands-on managing dialer campaigns, outbound pacing, list strategy, contact attempts, and real-time performance.
• Fluency with predictive, preview, progressive, manual, and blended dialing - including pacing, AMD, abandonment, retry logic, penetration, and caller ID strategy.
• Strong understanding of outbound contact governance: TCPA-sensitive practices and equivalent local regulatory frameworks consent, suppression, opt-outs, DNC, time-zone logic, contact frequency, and complaint risk.
• Analytical discipline - can explain performance movement through data, root cause, and action, not instinct.
• Track record partnering effectively across Operations, WFM, QA, Compliance, Analytics, Technology, and vendors - including the ability to translate operational data into clear executive recommendations.
• Professional fluency in English - written and verbal. The role reports to a US-based Head of Collections Practice and requires English fluency for executive communication and global stakeholder collaboration.
• Strong desire to grow in the collections operational and content space - this is a runway role with direct coaching from the Head of Collections Practice. The right candidate brings the dialer foundation and the appetite to build broader collections expertise over time.