Job Description

The Director of Customer Care & Recoveries (CCR) Strategy & Analytics leads the global function that provides proactive data-driven insights to our in-market CCR teams to ensure we meet or exceed our recovery rate and resolution time targets. This role leads a team of analysts that globally manage dashboards that track our KPIs and drive the global incentive program to improve outcomes.

Responsibilities

• Establish and own the global analytics for customer care and recoveries
• Design and maintain KPI dashboards
• Provide analytical leadership to customer care & recovery teams
• Review progress towards core KPIs and establish playbooks
• Refine agent performance management evaluation
• Build business cases for new initiatives
• Offer analytical frameworks to approach and resolve emerging challenges
• Ensure all tests have a clear and trustworthy methodology
• Diagnose and prioritize root causes of contact volumes and resolution delays
• Create early warning systems for emerging issues
• Create standardized reporting on customer care KPIs
• Partner with Global customer care leads to identify new initiatives
• Develop and manage project plans
• Work closely with initiative owners to refine strategies
• Continuously identify and champion new initiatives
• Highlight and address needs for additional resources
• Own execution through the “last mile”

Requirements

• Proven experience in a leadership role within collections, customer care, or operations analytics
• Strong analytical and problem-solving skills
• Experience in developing and managing project plans
• Excellent communication and stakeholder management skills
• Effective change management skills
• Proficiency in data analysis and visualization tools (e.g., SQL, Tableau, Looker)
• A strategic mindset

Benefits

• No benefits