Director of Operations

About Us
is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. 's Collection Orchestration Platform, the world's first solution, streamlines collection conversations by syncing channels and accounts. 's Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. is headquartered in New York City, NY. Visit

Job Title
: Director of Operations (Collections)

Location
: Bangalore | 5-day office (Monday-Friday)

Shift Hours
: 6:00 PM – 3:00 AM IST (US hours as needed)

Experience
: 8+ years

Overview
As the Director of Operations (Collections) at , you will lead the end-to-end execution of our AI-first collections business. You will manage both digital and agent-led operations through a team of Collection Managers, ensuring performance, efficiency, and compliance across portfolios.

This role requires a proven operations leader, experienced in running scaled teams and vendor relationships, with strong analytical and process-driven skills. A collections background is not mandatory; we value operational excellence, the ability to learn, and a track record of driving measurable outcomes in fast-paced environments.

Responsibilities
Team Management:

• Lead and manage Collection Managers (Digital & Operations) and their respective teams (~50+ members).
• Own review cycles, target setting, and continuous performance improvement.
• Run structured cadences (daily huddles, weekly reviews, monthly performance reviews) to ensure accountability.
• Build a strong culture of compliance, empathy, and performance across all teams.

Operational Excellence

• Design and refine SOPs for digital and agent-based collections.
• Implement dashboards and reporting frameworks to track key operational KPIs (RPC, PTP, recovery %, agent productivity, cost per account).
• Diagnose underperformance in teams or vendors, and deploy corrective playbooks.
• Optimize workforce management (shift planning, call routing, agent allocation) for efficiency and results.

Vendor Management

• Manage vendor relationships, including BPO partners, technology providers, and payment processors.
• Oversee SLAs, performance reviews, and cost management for external partners.
• Ensure seamless integration of vendor operations into 's workflows.

Compliance & Quality

• Ensure operations are fully compliant with regulatory and internal quality standards.
• Partner with the compliance team to embed quality checks, call reviews, and audit practices into daily operations.
• Build frameworks for risk control, escalation, and corrective actions.

Qualifications

• 8+ years of experience in operations leadership (fintech ops, call center operations, or related).
• Proven ability to manage and build large team structures.
• Strong background in operational metrics, workforce management, and process optimization.
• Demonstrated experience in budgeting, cost control, and vendor management.
• Analytical and data-driven decision-maker with experience building dashboards and reporting frameworks.
• Comfortable working in a fast-paced, high-compliance environment.
• Bachelor's degree required; MBA or equivalent preferred.
• Comfortable working with US/ET hours.