Billgosling

Billgosling

Director of Third-Party Operations (Collections & Recoveries)

Hampton, Virginia · Director

Sponsorship not specified$80k-$100kDetected 30 days ago
SQLData EngineeringData VisualizationA/B TestingOKRsForecastingBudgetingProcess ImprovementVendor ManagementPerformance ManagementTest AutomationLeadershipCollaborationMentoringLean Manufacturing

About the role

  • Join a Team That's Passionate About Making Lives Better!
  • Salary: USD 80,000 - 100,000 (Depending on Experience) Office Location: Hampton, VA (4410 E.

Responsibilities

  • Lead a third‑party/BPO network that directly impacts client recoveries, cost‑to‑collect, and revenue across pre‑ and post‑charge‑off segments.
  • Own third‑party strategy across North America: design the vendor portfolio (on/off/near‑shore), run RFPs, negotiate MSAs/SOWs, set SLAs/KPIs, and implement rigorous vendor governance and scorecards.
  • P&L, forecasting and ROI: manage budgets and margin, optimize placement strategy, capacity, and cost‑to‑collect across internal teams and external partners.
  • Performance leadership: drive collections/recoveries and post‑charge‑off results
  • implement test‑and‑learn frameworks (champion/challenger) across dialer, digital, and legal strategies.
  • Reporting modernization: build a future‑state reporting stack and data governance (single source of truth, automated QC, SLA dashboards, client‑ready insights, metadata/data dictionary).
  • partner with Data/IT on integration, APIs, and model governance.
  • Performance leadership: drive collections/recoveries and post‑charge‑off results; implement test‑and‑learn frameworks (champion/challenger) across dialer, digital, and legal strategies.
  • AI and automation: deploy conversational AI/voicebots/chatbots, speech analytics, QA automation, propensity/risk models, workflow/RPA, and next‑best‑action; partner with Data/IT on integration, APIs, and model governance.
  • Workforce and resource planning: set capacity plans and schedules across vendors and internal teams; ensure tools, facilities, and inventory support efficient operations.

Requirements

  • 5+ years in collections/recoveries operations with 3rd‑party/BPO vendor management
  • 5+ years leading pre‑ and post‑charge‑off portfolios.
  • 3+ years in senior leadership owning P&L, SLAs, and multi‑site or multi‑vendor delivery.
  • Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here.
  • Required experience & skills

Nice to have

  • Certifications: Lean Six Sigma, PMP, or relevant data/AI certifications.
  • Experience with data privacy, model risk governance, and secure integrations in regulated environments.
  • This job posting is for an existing vacancy.
  • Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
  • Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
  • Fun Workplace: Join a vibrant team that knows how to have fun!
  • Rewarding Work: Help businesses grow while making a real difference in people's lives!
  • Get to Know Us Better!

Compensation

  • USD 80,000 - 100,000 (Depending on Experience)

Company info

  • At Bill Gosling Outsourcing, we believe that success starts with an amazing team.
  • We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time.
  • We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services.
  • We're looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!
  • We are hiring an experienced Director of Third-Party Operations (Collections & Recoveries) - BPO, AI & Reporting Transformation leader from the BPO space to run and scale a high‑performing vendor ecosystem across live collections, recoveries, and post‑charge‑off portfolios.
  • Work in a collaborative, supportive environment with peers who are passionate about what they do.
  • Help businesses grow while making a real difference in people's lives!
  • Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!
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