Director of Payments & Collections

Rockstar is recruiting for a company that is at the forefront of solving the affordable housing crisis. They are seeking a Director of Payments to join their team. This company is dedicated to establishing and executing strategic visions that drive core collections metrics while streamlining operations to support rapid growth.

The Role Needed

A Director of Payments is needed to establish and execute a strategic vision that drives core collections metrics while streamlining operations to support rapid company growth. This role will lead a mid-size team, own key processes and the tech stack, and collaborate across departments to enhance efficiency, customer experience, and financial outcomes.

The Person Sought

The ideal candidate is a dynamic and hands-on leader who thrives at the intersection of strategy, operations, and data-driven decision-making. This role requires a proactive problem-solver with a passion for optimizing processes, enhancing customer experience, and empowering a global remote team to achieve excellence. The right candidate is empathetic, adaptable, and self-sufficient, with the ability to balance high-level strategic thinking and meticulous attention to detail.

Day-To-Day Responsibilities

- Strategic Planning: Define and execute the Payments team strategy by developing a clear vision, roadmap, and goals aligned with driving core collections metrics.

- Operational Efficiency: Streamline operational processes to ensure the Payments team can scale effectively with the company’s rapid growth.

- Process Optimization: Develop, implement, and revise core processes for handling customer support tickets, collections workflows, and special projects.

- Cross-Team Collaboration: Collaborate with Product, CX, and Data teams to identify product needs and champion improvements that enhance customer experience, collections, and drive efficiency.

- Data-Driven Experimentation: Design and execute tests and experiments to optimize key payments metrics, including collections rate and team productivity.

- Tech Stack Ownership: Oversee the Payments team tech stack, evaluating and integrating tools, including AI solutions, to improve operational efficiency.

- Team Leadership: Manage daily operations and a team of 25+ staff, providing leadership and guidance to three team leads and ensuring smooth execution of responsibilities.

- Performance Monitoring: Monitor and report on payments performance metrics, driving initiatives to improve collections rates and align the team’s performance with business objectives.

Qualifications for Success

- Strategic Vision: Proven ability to develop and execute a strategic roadmap aligned with business objectives and key metrics.

- Operational Expertise: Experience in streamlining processes and scaling operations for growing teams and organizations.

- Process Improvement: Strong track record of creating, refining, and managing efficient core processes for diverse operational needs.

- Cross-Functional Collaboration: Ability to work closely with CX, Product, and Data teams to align on goals and deliver impactful results.

- Analytical Proficiency: Skilled in data analysis, reporting, and experimentation to drive metrics like collections rates and operational efficiency.

- Tech Stack Management: Experience owning, managing, and optimizing a technical ecosystem, including evaluating and integrating new tools.

- Leadership Experience: Demonstrated success managing mid-size teams, including mentoring people managers with varying levels of experience.

- Customer-Centric Approach: Empathy for customer needs and a focus on delivering exceptional customer experiences.

- Adaptability and Initiative: A "jack of all trades" mindset with the ability to work independently, learn quickly, and adapt to evolving challenges.

- Remote Team Building: Experience fostering strong team culture and collaboration in a remote work environment.

- Collections/Payments Experience: While collections and payments experience is a plus, it is not required.

- Creativity: Adaptability to help make it easier for members to stay on track with their payments, ensuring the adoption of new scalable payment options.

Interview Process

1. The application will be reviewed for possible next steps by the Hiring Manager.

2. If eligibility requirements are met, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.

3. If warranted, the next step would be a video interview with the Head of CX for forty-five (45) minutes.

4. If warranted, the next step would be a video interview with a small panel of key stakeholders for two (2) hours. For this interview, a candidate would execute a live assessment to the panel for discussion.

5. If warranted, then an offer will be made!

Compensation, Benefits, and Perks

- Fully remote position

- Competitive compensation package including an equity incentive plan

- National medical, dental, and vision healthcare plans

- Company provided life insurance policy

- Optional accidental insurances, FSA, and DCFSA benefits

- Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays

- 401(k) plan

- Twelve (12) weeks of paid time off for both birth and non-birth parents

- The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis

- $100,000 - $120,000 a year