Director of Operations

We’re looking for an experienced Director of Operations to join the Fair family at our Phoenix location. The Director of Operations is responsible for providing support and leadership for Fair’s Billing and Collections division, which includes early and late-stage collections, asset recoveries, payments, and back-office functions. You will oversee both internal and external activities to ensure the overall billing and collections operation is running to its full potential. As the leader of the Servicing team, you will be responsible for development and delivery of the strategic vision for the team, as well as the daily achievement of production and performance objectives. You will identify and bring into production best practices and use data to drive key decisions and direction for the organization 

 

Responsibilities

  • Direct and manage the workflows and day-to-day servicing activities executed internally and in coordination with third-parties
  • Establish short-term and long-term goals for servicing that align with overall company objectives and lead the Servicing team and outside vendors to achieve them
  • Lead, coach, train, and develop our Billing and Collections team personnel
  • Serve as the primary relationship manager for our third-party servicing and collection agencies and ensue all servicing and collection vendors are operating within appropriate SOPs and SLAs
  • Own, update, and maintain billing and collections plans, policies, and procedures that address regulatory and business requirements
  • Understand the applicable laws and codes for relevant geographic areas and ensure that loss mitigation activities operate in compliance with them, along with maintaining an appropriate audit regimen
  • Work with product and engineering teams to identify and develop tools and systems to improve overall servicing operations 
  • Collaborate with the customer service team to provide seamless and superior customer experience
  • Prepare weekly and monthly reporting and summaries to the executive team

 

Required Experience

  • Minimum of 10 years of experience in the automotive, collections, or financial services industry
  • Minimum of 5 years managing large teams of customer-facing personnel
  • Strong data analytics experience, including creation and manipulation of Spreadsheets via Excel/Google Sheets (Advanced Level)
  • Familiarity with concepts, procedures, and processes typically used in automotive and financial services industries, particularly in delinquent account collections and asset recovery
  • Thorough knowledge of FDCPA, collection guidelines, and industry standards
  • Ability to communicate effectively with all internal business partners and external customers
  • Ability to react and respond to critical demands of the department with competing deadlines
  • Strong leadership skills to motivate and inspire, train, mentor managers/direct reports, and manage poor performers
  • Possess strong technology skills, including knowledge of collection software and customer service tools (ideally SalesForce) 
  • Must be a highly motivated, detail oriented, able to multi-task and work in a fast-paced environment while applying critical thinking skills
  • Strong analytical skills, including ability to analyze financial metrics - ability to research, compile, and present critical operational data in executive summaries

Equal Employment Opportunity (EEO) It's Fair's policy to provide equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, color, religion, gender, gender expression, gender identity, sex, medical condition (as defined by California law and which includes pregnancy or childbirth), national origin, age, physical or mental disability, political activity or affiliation, ancestry, marital status, protected veteran status, citizenship status, sexual orientation, genetic information, taking or requesting statutorily protected leave, or any other legally protected status where there is no bona fide occupational qualification or legitimate business reason for the differing treatment. In addition, Fair prohibits the harassment of any individual on any of the bases listed above or any other characteristics protected under federal, state or local laws.