Associate Director, Customer Support And Collections Only 24h Left

WHAT WE DO MATTERS At The Knot Worldwide we champion celebration - and that starts with celebrating our people Our employees are passionate dreamers thoughtful doers and lifelong learners who power meaningful moments for millions around the world We re united by authentic connection shared purpose and a deep commitment to the global community we serve Here flexibility and belonging go hand in hand with high performance We believe the best ideas come from empowered teams those who consistently collaborate with intention to design solutions spark ideas and drive impact We inspire we build and we celebrate We dream big love our users hustle every day and always do the right thing to win - together Our people are at the heart of our success ABOUT THE ROLE AND THE TEAM As Associate Director Customer Support US Market you will lead and scale the India-based Customer Operations team that supports our entire US customer base-including Customer Support Collections and Billing Policy functions You will play a critical role in driving operational success shaping long-term strategy and building a high-performance culture grounded in TKWW s values You ll oversee a team of 5-8 direct reports including frontline managers and a broader org of 40 across disciplines With a clear focus on team development process improvement and delivering world-class customer and vendor experiences you will partner cross-functionally with Sales Finance Enterprise Systems and Revenue Strategy to ensure outcomes that align with our broader business goals This role is ideal for a hands-on people-centric leader who is passionate about coaching managers streamlining complexity and championing change RESPONSIBILITIES Strategic Operational Leadership Lead day-to-day operations across Customer Support Collections and Billing Policy teams supporting the US market from India Act as the strategic leader for the US Collections function driving accountability and performance across dispute resolution chargebacks payment follow-ups and bad debt management - ensuring healthy cash flow and adherence to internal controls Define and execute against quarterly goals driving key metrics like delinquency rate closure rate escalation rate SLA adherence backlog reduction and customer satisfaction Develop and Coach Leaders Foster leadership capability by embedding TKWW values into how we lead how we develop others and how we show up every day Build a leadership culture that prioritizes inclusion accountability and continuous improvement Customer Experience Process Optimization Use tools like Salesforce Netsuite Gong and internal CSAT reporting to identify root causes of dissatisfaction and inefficiency-then implement process fixes and training refreshers Collaborate with the Enterprise team to refine ticket routing and automate task triage for scalability Work closely with cross-functional stakeholders across global teams to align policy execution and financial operations with broader business priorities Business Partnership Transformation Align tightly with Sales Finance and RevOps to ensure seamless integration between customer support and business operations Contribute to company-wide change initiatives with a focus on operational excellence vendor satisfaction and cash flow impact SUCCESSFUL CANDIDATES HAVE 8 years in customer operations with at least 3 years in a senior people leadership role overseeing managers Proficiency in English is required Bachelor s degree required Experience leading support and financial ops functions Collections Billing or Policy at scale-ideally in a B2B tech-enabled or marketplace company Exceptional stakeholder management and communication skills with the ability to influence cross functional peers and Senior Leadership Experience in managing collections processes optimizing revenue streams and ensuring accurate financial reporting Strong knowledge of operational KPIs and experience leveraging data analytics to pinpoint operational support challenges opportunities as well as drive decision-making and operational performance Proven success building and coaching high-performing manager-level leaders Role model holding yourself and your team accountable to deliver on your commitments Strong people orientation with the ability to inspire and motivate teams Familiarity with tools like Salesforce Netsuite Zendesk or Gong is a plus At The Knot Worldwide we believe you are more than a resume and invite you to go for it take the leap of faith and apply for this job if it sparks your passion to join TKWW and make a difference WHAT WE LOVE ABOUT YOU You Dream Big You iterate and experiment to drive innovation You Love Our Users You keep our global community at the center of everything you do You Do the Right Thing You strengthen your team through respect fairness and inclusion You Hustle Every Day You favor urgency and own your outcomes You Win Together People are at the heart of our success and you play as a team WHAT YOU LOVE ABOUT US We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out From mental wellbeing physical health and financial planning to engaging perks and discounts we are in the business of celebrating and supporting the Moments that Matter both in and out of the office We offer flexible vacation generous parental leave and prioritize initiatives that support the growth development and happiness of our people To facilitate in-person collaboration we have office spaces in Barcelona Spain Delhi India Galway Ireland London England New York NY and Washington D C US Notice The Knot Worldwide provides equal employment opportunities EEO to all employees and applicants for employment without regard to race color religion sex national origin age or disability In addition to federal law requirements The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities The Knot Worldwide expressly prohibits any form of workplace harassment based on race color religion gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status Privacy Notice TKWW processes your personal data as part of the recruitment process based on the legal basis of executing pre-contractual measures at your request This means we use your information to assess your application and carry out the necessary steps for a potential employment contract Only the information strictly necessary for evaluating your application is collected You can request access rectification or deletion of your data For more information on how we handle your personal data please refer to our If you wish to file a complaint you may contact the competent data protection authority