Senior Director Product Management in Evesham, New Jersey at MRS BPO LLC

Job Title: Senior Director, Collections Strategy & AI
Location: Remote | Department: Operations / Transformation | Reports to: COO

Role Overview
The Senior Director, Collections Strategy & AI is the senior leader accountable for collections performance across MRS. They will identify and run the different components of the company's collections strategy and build a flexible, data-driven operating model that adapts to each client, portfolio, and channel. The role leads a team across collections strategy, analytics, AI, and technical operations, and partners with executive leadership to grow liquidation, revenue, and margin. It also owns MRS's move from legacy systems to Enam's modern platform, so MRS can run, measure, and improve collections on its own at scale.

Key Responsibilities

1. Set Strategy and Own Collections Performance

• Identify and run the different components of the company's collections strategy, including segmentation, scoring, contact and channel strategy, treatment, and work queue design

• Own collections performance targets (RPC, liquidation, cost to collect, ROI) and be accountable for results across clients and portfolios

• Direct next-best-action, contact prioritization, and treatment strategies that grow right-party contacts, liquidation, and revenue

• Set the testing agenda (champion/challenger, A/B) and decide which strategies scale across the business

2. Build and Lead a High-Performing Team

• Build, lead, and develop a team of strategy, analytics, product, and AI professionals

• Set clear goals, hire for key capabilities, and grow future leaders

• Create a culture of testing, data-driven decisions, and accountability

3. Scale a Flexible Operating Model and AI Adoption

• Oversee the rules, scoring, and decision frameworks that let teams adjust quickly as client requirements, regulations, or portfolio conditions change

• Guide resource allocation between pooled and segmented work queues based on account value and likelihood to pay

• Set the AI strategy for collections, including predictive scoring, AI voice, and automated workflows, with clear governance and human review where needed

4. Lead System Transformation

• Lead the migration from legacy systems to the new platform, with the collections model built in

• Make sure every rollout is compliant, tested, and documented before release

• Remove cross-functional blockers and drive lasting adoption of new tools and processes

5. Enable Visibility and Insight

• Define the KPI framework and dashboards for RPC, liquidation, promise-kept rate, cost to collect, ROI, and adoption

• Turn data into clear decisions on strategy, investment, and priorities

6. Compliance, Clients, and Partnerships

• Make sure all strategies follow Regulation F, FDCPA, TCPA, privacy, and data security standards, in partnership with Compliance and Legal

• Serve as a senior strategic partner to clients, supporting renewals, new business, and portfolio performance reviews

• Manage key vendor and technology partner relationships, including contracts and performance

• Align operations, clients, development, and vendors around shared goals

Qualifications

• Bachelor's degree in Information Technology, Operations Management, Analytics, Business, or a related field (Master's or MBA preferred)

• 10+ years in collections strategy, debt buying, consumer lending analytics, or technical operations, including 5+ years leading teams and managers

• Proven record of improving RPC, liquidation, cost to collect, or ROI at a portfolio or enterprise level

• Deep experience setting decision strategies: next-best-action, segmentation, scoring, and channel and treatment strategy

• Hands-on SQL and Python, with the ability to write code directly and guide the team technically; experience with SQL Server, SSIS, REST APIs, and dashboards

• Experience leading the adoption of generative AI and automation (OpenAI API, ChatGPT Enterprise, Claude, or similar) in an operating environment

• Track record of leading large system migrations and organizational change

• Experience managing vendors and technology partners

• Expert knowledge of Regulation F, FDCPA, TCPA, and audit requirements

• Excellent executive communication and the ability to influence senior leaders and clients

Preferred

• Portfolio analysis and pricing of debt for acquisition

• P&L or revenue ownership in a collections, BPO, or financial services business

• AI voice, phone scoring, or skip-trace and contact-data vendor management

• Experience building champion/challenger testing programs at scale

• Lean, Six Sigma, or Agile leadership background

Key Attributes

• Strategic Leader: Sets direction and turns it into measurable collections gains

• Results-Driven: Owns outcomes and holds the team to clear targets

• Adaptive Strategist: Builds models and teams that flex with changing conditions

• Change Leader: Leads the organization through new systems and ways of working

• Talent Builder: Attracts, develops, and keeps strong people

• Trusted Partner: Builds credibility with executives, clients, and development teams