Manager, Chat Collections

Manager, Chat Collections role at Sallie Mae

When you join Sallie Mae, you become a champion for all students. We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique.

They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way. We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter.

It’s where you’re empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

We are seeking an experienced Operations Manager to oversee our Chat for Collections team, with a unique blend of operational leadership and technical proficiency. This role is primarily focused on managing day‑to‑day collections operations through chat‑based platforms, while also ensuring the effective use and optimization of digital tools. The ideal candidate will bring proven operational management experience, complemented by a solid understanding of technical systems and automation within the collections environment.

• Lead, train, and develop a team of chat agents managing collections via live chat and automated chat platforms.
• Drive operational excellence by implementing best practices for chat‑based collections, ensuring both efficiency and high‑quality customer service.
• Leverage technical capabilities to configure, monitor, and optimize chat workflows, scripts, and platform integrations.
• Utilize analytics tools to evaluate agent productivity, chatbot effectiveness, and overall collections performance.
• Collaborate with technical teams and vendors to maintain system reliability, troubleshoot issues, and support new technology rollouts.
• Ensure compliance with data privacy laws and collections regulations by integrating technical safeguards and monitoring digital communications.
• Prepare operational reports detailing team performance, system metrics, and collection outcomes for senior leadership.
• Handle escalated interactions, using technical tools to support efficient resolution and documentation.
• Stay informed about advancements in chat technologies, automation, and digital engagement to continuously improve operations.

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field (or equivalent experience).
• 3+ years of experience in collections operations, call center management, or customer service, with demonstrated technical aptitude.
• Hands‑on experience with chat platforms, chatbot management, and CRM/collections management software.
• Proven ability to lead teams in a technology‑driven environment and implement new digital tools.
• Strong analytical and problem‑solving skills, with proficiency in using data and technical systems to drive operational results.
• Working knowledge of compliance and data privacy standards relevant to digital collections.

• Experience supporting or implementing chatbots, automation tools, or API integrations in an operational setting.
• Familiarity with cloud‑based…