Director, Customer Care & Recoveries Strategy & Analytics

The Director of Customer Care & Recoveries (CCR) Strategy & Analytics leads the global function that provides proactive data-driven insights to our in-market CCR teams to ensure we meet or exceed our recovery rate and resolution time targets every single month. This role leads a team of analysts that globally manage dashboards that track our KPIs both in aggregate and at the campaign / advocate level. They own the planning of our agent workforce, performance tracking and identify corrective actions based on that data. They also drive the global incentive program to improve outcomes for our best performance. They are decision support for our site directors - providing analytical acumen to deliver operational excellence and continually improve KPIs.

Analytics & Insights: Establish and own the global analytics for customer care and recoveries - single source of truth for performance metrics, standardized definitions and automated reporting across all markets Design and maintain KPI dashboards that drive daily operational decisions: recovery rates by cohort/ campaign / channel, agent productivity metrics, customer resolution times. Provide analytical leadership to our customer care & recovery teams in each market to ensure day-to-day operational decisions are based on best available insights Act as an analytical partner to the Product Manager that leads the cross-functional recoveries & servicing squad

Recoveries Insights & Decision Support: On a weekly basis review progress towards core KPIs (recovery rate by campaign, channel, agent) and establish playbook for identifying shortfalls and executing corrective actions Continually refine agent performance management evaluation to help improve overall recovery rates - moving of agents between campaigns, incentives for high performers, performance improvement plans for low performers Build business cases for new initiatives, particularly those leveraging technology and AI to increase efficiency and effectiveness. Offer analytical frameworks to approach and resolve emerging challenges within the recoveries organization. Ensure all tests have a clear and trustworthy methodology for measuring impact.

Customer Care Insights & Decision Support: Diagnose and prioritize root causes of contact volumes, resolution delays and customer friction across product and operational dimensions Create early warning systems for emerging issues through complaint analysis, sentiment tracking, and anomaly detection. Create standardized reporting on customer care KPIs. Partner with Global customer care leads to identify new initiatives to improve the customer experience based on the data insights from standardized reporting.

Strategic Initiatives Leadership: For specific improvement initiatives that best align with your / your teams area of expertise: Develop and manage a clear project plan for all initiatives, ensuring alignment with broader company goals. Work closely with initiative owners to refine strategies, develop test plans, and analyze results. Continuously identify and champion new initiatives to address emerging opportunities. Highlight and address needs for additional resources or cross-functional support to accelerate progress. Own execution through the “last mile” - ensuring pilots convert to scaled programs where teams in market fully adopt new processes and sustained performance gains are delivered post-launch