Join the nation’s leader in second-look finance servicing as our Sr. Manager, Operations Strategy Execution!

This position is located at our Akron, OH office, with a hybrid schedule. We are on-site Monday through Wednesday.

The impact you'll have at Concora Credit:

Join our Operations Strategy Execution Team, where we deliver exceptional customer experience by managing servicing communications across diverse channels. In this role, you will collaborate with multiple teams across Concora Credit to ensure seamless execution of projects that significantly impact both internal and external customer experiences. This fast-paced and project-driven position demands exceptional attention to detail, strong adherence to change control processes, and the ability to thrive in a dynamic environment. If you’re passionate about creating customer-first solutions and enjoy working collaboratively, we’d love to have you on our team!

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

As our Sr. Manager, Operations Strategy Execution, you will:

• Develop and Lead Communication Strategies: Oversee customer servicing communication channels, including email, letters, text messages, and inbound/outbound call systems, ensuring high-quality execution in compliance with regulatory guidelines.
• Team Management: Build, manage, and mentor a team of engineers and coordinators, fostering professional growth and high performance.
• Customer Advocacy: Identify customer pain points and trends, recommending improvements to processes, policies, and products to enhance the overall customer experience.
• Process and Documentation Oversight: Implement and maintain rigorous documentation, change management procedures, and work prioritization frameworks to support operational excellence.
• Cross-Functional Collaboration: Partner with Risk Management, Call Center, IT, and Compliance teams to design, test, and refine strategies that align business objectives with system capabilities.
• Customer Interaction Standards: Set and maintain a high standard for support, ensuring customer interactions are effective and empathetic.
• Resource and Knowledge Sharing: Collaborate with other teams to resolve complex issues and act as a resource for team members.
• Performance and Goal Achievement: Drive the team to meet or exceed departmental goals and performance standards.
• Adaptability: Perform other duties as assigned, demonstrating flexibility and a solutions-oriented approach.

These duties must be performed with or without reasonable accommodation.

Accountability:

You will be directly responsible for maintaining proper and compliant execution of communication channels and strategies while enhancing customer experience. Strong ownership of the assigned responsibilities is critical for success in this role.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Requirements

• Strong problem-solving skills, meticulous attention to detail, and excellent communication abilities.
• Ability to excel in a fast-paced, high-volume environment.
• A minimum of 3 years’ experience in a management role is required.
• Previous experience in project management is highly preferred.
• Familiarity with email, letter, and/or call center technology is a plus.
• Demonstrates a high level of understanding, patience, and empathy, with the ability to handle challenging conversations and interactions professionally.
• Commitment to continuous learning and personal growth.
• Adherence to privacy and security protocols at all times.

What’s In It For You:

• Medical, Dental, and Vision insurance for you and your family
• Relax and recharge with Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Early access to earned wages with Payactiv
• Wellness perks including onsite fitness equipment at both locations, EAP and access to the Headspace App
• We invest in your future through Tuition Reimbursement
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Concora Credit Is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com.