Director, Collections Decision Science – Strategy

📋 Description

• Oversee the design, implementation, enhancement, and governance of predictive decision-making strategies that support outbound collections operations across dialer, SMS, email, and digital engagement channels.

• Create, validate, launch, and refine predictive models that assist in collections segmentation, prioritization, and treatment strategies.

• Operationalize machine learning and statistical models directly within collections and decision-making platforms, including Pega Collections, Debt Manager, and outbound dialer environments.

• Convert model outputs into actionable decision logic, workflows, thresholds, routing rules, and contact strategies.

• Track production model performance and adjust strategies based on drift, operational results, regulatory changes, and portfolio behavior.

• Design and oversee customer segmentation strategies that align with delinquency stages, risk tiers, roll rates, payment behaviors, and customer engagement patterns.

• Establish and manage outbound contact policies, including channel prioritization, cadence strategies, suppression logic, quiet hours, and limits on contact frequency.

• Direct A/B and multivariate testing initiatives across messaging, channel mix, pacing, cadence, and strategy execution.

• Collaborate with Dialer Operations and Workforce Management teams to enhance list generation, routing, pacing, penetration rates, and operational efficiency.

• Create and maintain executive-level reports and dashboards that measure RPC, PTP, liquidation rates, cures, roll rates, recovery performance, and operational KPIs.

• Keep model governance documentation, change management controls, validation standards, audit readiness, and regulatory compliance support up to date.

• Work collaboratively across departments with Compliance, Legal, Technology, Data Engineering, and Operations teams to ensure decision strategies are compliant, scalable, and operationally effective.

• Assess emerging technologies, decision-making capabilities, and analytical methodologies to continuously enhance collections performance and customer outcomes.

⛳️ Requirements

• A Bachelor’s degree in Analytics, Data Science, Statistics, Mathematics, Computer Science, Finance, Economics, or a related field, or equivalent professional experience is required.

• At least 7 years of experience in decision science, collections strategy, credit risk analytics, or predictive modeling within a regulated financial services environment.

• Practical experience in developing and deploying predictive models into production decision-making or collections platforms.

• Experience in operationalizing machine learning models such as XGBoost, decision trees, logistic regression, or similar predictive techniques.

• Proficient SQL skills with a working knowledge of Python and/or R.

• Familiarity with collections platforms, decision engines, or dialer orchestration tools such as Pega Collections, Debt Manager, Aspect, Genesys, Noble, or similar technologies.

• Proven experience in designing and analyzing A/B testing and champion/challenger strategies in production settings.

• Strong understanding of FDCPA, TCPA, CAN-SPAM, Regulation F, UDAAP, and relevant privacy regulations affecting collections operations.

• Experience in translating analytical insights into operational strategies and measurable business outcomes.

• Excellent communication and stakeholder management skills with the capability to influence cross-functional teams and executive leadership.

🏝️ Benefits

• Flexible and consumer-oriented financing programs.

• Opportunities for professional development.