Collections Strategy & Operational Optimization Manager

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

The Role

The Manager, Collections Dialer Strategy & Operational Optimization is the Collections Practice's tagged-in operating specialist. The role deploys two ways: into new collections program launches to stand up the contact engine, operating model, KPI baselines, and pilot framework from day one — and into existing programs running yellow or red on KPIs to diagnose the cause and define the path to green. Dialer strategy is the technical anchor — campaign design, list strategy, pacing, contact governance — applied with analytical discipline and operating urgency.

This is a runway role. The Head of Collections Practice serves as direct coach, and the right candidate grows under that mentorship into broader collections operational subject matter expertise — agent comp design, training and speed-to-competency, coaching cadence, QA methodology, and unit economics. Controlled recovery at scale is the moat — proven in operating data, not claimed.

Skills and Capabilities 

• 5+ years in outbound contact center operations, dialer management, collections operations, revenue cycle, or high-volume regulated customer contact — with direct accountability for campaign performance and operating outcomes, including 3+ years hands-on managing dialer campaigns, outbound pacing, list strategy, contact attempts, and real-time performance.
• Fluency with predictive, preview, progressive, manual, and blended dialing — including pacing, AMD, abandonment, retry logic, penetration, and caller ID strategy.
• Strong understanding of outbound contact governance: TCPA-sensitive practices and equivalent local regulatory frameworks; consent, suppression, opt-outs, DNC, time-zone logic, contact frequency, and complaint risk.
• Analytical discipline — can explain performance movement through data, root cause, and action, not instinct.
• Track record partnering effectively across Operations, WFM, QA, Compliance, Analytics, Technology, and vendors — including the ability to translate operational data into clear executive recommendations.
• Professional fluency in English — written and verbal. The role reports to a US-based Head of Collections Practice and requires English fluency for executive communication and global stakeholder collaboration.
• Strong desire to grow in the collections operational and content space — this is a runway role with direct coaching from the Head of Collections Practice. The right candidate brings the dialer foundation and the appetite to build broader collections expertise over time.