Operations Manager - USA

About InDebted

InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

Summary Description:  As the global leader of Customer Engagement at InDebted, you will develop, implement, and execute strategies to deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts. You will be responsible for leading InDebted’s global voice collections operations, including implementing strategies to increase collections effectiveness and liquidation performance aligned to InDebted’s overall company objectives.You will manage performance metrics at an individual and team level and be accountable for developing, executing, and contributing to customer engagement strategies that meet and sustain the company’s portfolio targets.

Duties and Responsibilities:

Partner in the design and implementation of InDebted’s global customer operating model, combining the strengths of Customer Service and Customer Engagement to deliver the best global bi-directional omni-channel customer operations in our industry. 

Define, recommend and implement the best voice collections strategies and processes globally to maximise customer engagement, resolution, and liquidation rates. Lead a team of Customer Engagement Representatives and Managers globally, working with customers in an omnichannel environment to resolve past due accounts.

Deliver on monthly and annual regional and global revenue targets from voice collections.

Define and recommend team KPIs, incentive schemes, performance reporting, and dashboards to track the effectiveness of our Customer Engagement strategies globally. 

Provide trends analysis and reporting on collections and customer behaviour, with recommendations on continuous improvement to drive optimal recoveries.

Ensure our voice strategies align with InDebted’s customer-centricity focus and key client Quality Assurance expectations.

Create and nurture an environment of continuous improvement by bringing a passion for learning, coaching, and individual and team development to the role.

Champion our culture by being the embodiment of our core values and demonstrating those values on a daily basis.

Experience and Skills:

Demonstrated leadership experience within the Financial Services or Technology industriesDemonstrated experience in People Management Superior expertise in resource budgeting & forecasts

Ability to maintain the highest standard of integrity, accuracy, and precisionTenacity to thrive in a fast-paced environment

Desire to work with and be a part of a larger team to achieve company goalsPositive, personable, and focused attitude

Nice to Have:

Prior experience in Venture Capital or Private Equity-backed businessesPrior experience in presenting & reporting to Executive leadership

Familiarity with databases and data analysis concepts

What does success look like?

After 12 months in the role, you would have achieved the following:

InDebted’s global customer operating model has designed, delivered and working effectively to deliver superior outcomes for customers and for InDebted.

Customer Engagement and Customer Service working in harmony to service InDebted’s customers through the best global bi-directional omni-channel customer operations in our industry. 

Monthly and annual revenue targets have been met (and hopefully exceeded) InDebted is operating at 65%-70% marg

Our benefits

Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life

Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country

Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave

Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.