Director, Consumer Digital Experience

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Establish the target state and multi-year strategy for the consumer digital experience.

• Manage a prioritized roadmap encompassing the website, mobile application, web portal, and payment solutions.

• Enhance digital engagement, improve collection rates, and reduce service costs.

• Implement and uphold a consistent experience standard across all digital platforms.

• Collaborate with the Consumer Acquisition and Customer Loyalty & Retention teams to convert business opportunities into digital solutions.

• Organize competing roadmap demands based on value and available capacity.

• Oversee website conversion optimization, prequalification processes, dealer finder features, marketplace interfaces, lead capture, and dealer matching initiatives.

• Manage app and portal self-service functionalities, benefits delivery, progress tracking, next-loan re-entry, and efforts to minimize assisted contacts.

• Supervise comprehensive digital payment processes, including payment options, processing, retries, recovery, governance, compliance, and external partnerships.

• Create shared foundations such as unified login systems, customer profiles, notifications, personalization, and marketing technology integration.

• Define success metrics and anticipated value, manage release timelines and development plans, and evaluate outcomes.

• Build, lead, and cultivate a high-performing team in product, design, and digital disciplines.

• Report directly to the VP of Marketing.

• Collaborate with marketing, product, engineering, servicing, analytics, compliance, and vendor partners.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in Marketing, Business, Product Management, or a related field, or equivalent experience.

• Over 10 years of experience in digital product management, digital customer experience, or eCommerce.

• A minimum of 5 years in a leadership position.

• Proven experience managing consumer-facing website and mobile app experiences and the resulting business outcomes.

• Experience leading product managers and designers across multiple product surfaces.

• Experience overseeing or significantly influencing budget and investment decisions for a specific function or program area.

• Experience executing an experimentation program and utilizing quantitative and qualitative data to shape strategy and measure results.

• Experience managing engineering, design, and vendor partners to deliver a roadmap on a consistent schedule.

• Proven track record of presenting to and influencing senior/executive audiences.

• Exceptional written and verbal communication skills.

• The required degree must be obtained from an institution of higher education accredited by the Council for Higher Education Accreditation or an equivalent body.

• Must be eligible to work legally for Credit Acceptance without requiring sponsorship now or in the future, including H-1B, H-4, or F-1 OPT visa holders.

• Preferred: MBA or another advanced degree.

• Preferred: Experience in financial services, fintech, or subprime/near-prime lending.

• Preferred: Experience with digital payment systems, billing, or account servicing platforms.

• Preferred: Experience with marketplace, eCommerce, or vehicle retailing environments.

• Preferred: Experience with AI-assisted service experiences and containment economics.

🏝️ Benefits

• 401(K) matching.

• Adoption assistance.

• Parental leave.

• Tuition reimbursement.

• Comprehensive medical, dental, and vision insurance.

• A variety of nonstandard benefits.

• Remote work options.

• Occasional travel to the Southfield, Michigan office may be necessary.

• Participation in an annual bonus plan.