Director, Servicing Operations

Description

Our Servicing team is seeking an experienced operations leader to lead the day-to-day execution of servicing operations while preparing the team for continuous change and operational evolution.

This role is designed for a proven operations leader who thrives leading large contact center organizations through transformation. You'll partner closely with Servicing Strategy, Technology, Product, and Analytics leaders to successfully implement strategic initiatives while ensuring operational stability, employee engagement, and exceptional customer outcomes.

The Opportunity

As ACA continues investing in automation, AI, digital servicing capabilities, and operational modernization, our servicing organization must continually adapt without disrupting customer experience or business performance.

Bring strategy to life… leading the operational execution, organizational readiness, and change management required to successfully deliver new technologies, automation, scalable processes, and evolving servicing models.

What You’ll Do

You will lead large-scale servicing operations while ensuring the organization successfully adopts new processes, technologies, and operating models.

• Lead multiple servicing functions across contact center operations, collections, recoveries, and loss mitigation.
• Build high-performing teams, strengthen operational discipline, and lead the organization through change while maintaining performance, compliance, and service excellence.
• Partner with the Servicing Innovation to operationalize strategic initiatives, technology enhancements, automation, and process improvements.
• Lead organizational change management efforts that drive adoption while minimizing operational disruption.
• Build scalable operating practices that improve efficiency, productivity, quality, and customer outcomes.
• Evaluate organizational design, staffing models, workforce planning, and operational structures to support business growth.
• Develop leaders capable of navigating change while maintaining high employee engagement and performance.
• Manage third-party servicing partners and offshore teams, ensuring operational excellence, contractual performance, and regulatory compliance.

Who You Are

• Calm, steady leader who creates clarity during periods of transformation.
• Trusted business partner capable of translating strategic initiatives into operational execution.
• A coach who develops leaders while building highly engaged, accountable teams.
• Continuous improvement mindset focused on simplifying operations without sacrificing customer experience or compliance.
• Collaborative leader who influences cross functional teams.
• Known for building teams that successfully embrace change rather than react to it.

What You Bring:

• 10 years of progressive leadership experience leading large-scale servicing, collections, recoveries, or contact center operations.
• Experience leading leaders across multiple operational functions.
• Demonstrated success leading organizations through large-scale operational change, organizational transformation, or technology implementations.
• Strong background in contact center leadership, workforce management, and operational performance.
• Experience implementing operational changes resulting from automation, digital transformation, system enhancements, or AI-enabled capabilities.
• Strong understanding of operational risk, regulatory compliance, and governance within regulated servicing environments.
• Exceptional executive communication, organizational leadership, and change management skills.
• Bachelor's degree required.

This role is based onsite at our headquarters in Spartanburg, South Carolina.

• Open to candidates willing to relocate.
• Must be able to relocate by the start date.

About the team: We live by our Guiding Principles: Integrity, Partnership, Principled Entrepreneurship, Initiative, Fulfillment, and Humility. Our culture values humility, pragmatism, and the wisdom to know what can be solved. We believe in the power of collaboration, thriving on the motto "Better Together." Why Spartanburg?This up-and-coming city in Upstate South Carolina has so much to offer! An affordable lifestyle with lakes, trails, and a growing culinary and arts scene. You’re an hour from Greenville, Charlotte, Asheville, and the Blue Ridge Mountains, and within three hours of Charleston, Atlanta, and the beaches.About American Credit Acceptance (ACA)We’re not just navigating the road ahead - we’re building it. As a national leader in auto finance with over $7 billion in assets and a history of 20% annualized growth, we empower emerging credit consumers to achieve their financial goals - and that mission extends throughout the entire life of the loan. Simultaneously, we are creating opportunities for our team to shape the future of our industry. EEO StatementACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.DisclaimerPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. California Privacy NoticeAs an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice.