Collection and Recovery Platform Management & Production Support Manager

Job Title

Citizen's Collection and Recovery organizations is recognized for their winning culture. The fast-paced environment empowers you to drive meaningful change. If you enjoy problem-solving and making impactful improvements, and want both autonomy and support to enhance collections, recovery strategies, and the company's financial results, this opportunity may be right for you.

We are looking for a high-achieving, innovative manager to take ownership of and advance the vision, strategy, and execution for Debt Manager, our central platform for Collections, Recovery, and financial transactions. This position also includes oversight of Debt Next and recovery placements, ensuring our entire collections and recovery system remains efficient, well-controlled, and user-friendly. Additionally, the position is responsible for managing the collections and recovery production support environment, ensuring all inbound, outbound, and scheduled control functions are completed before operations begin each day.

This leader will drive a clear future-state vision of what a modern collections ecosystem should look like, translate that vision into a roadmap, and deliver measurable improvements that streamline the experience for both customers and end users (collectors, recovery teams, and operations partners). You will lead a team of 6–7 direct reports, develop talent, manage cross-functional stakeholders, and proactively address risk issues caused by data gaps or system limitations.

Team & Operating Scope

• People leadership: 8 direct reports (analysts / product owners / operational leads, as aligned to your org structure).
• Platform scope:
  Debt Manager (primary), Debt Next (recovery placement oversight and associated data exchanges/controls.
• Production support ownership:
  Team oversight of 400+ inbound and outbound transmissions and control reporting to ensure applications and integrations function correctly.
• Availability expectations:
  This role will provide production issue support as needed outside of standard M–F 8–5 ET, consistent with incident response needs (typically via an on-call/escalation model aligned to company policy). This team supports both offshore staff‑augmentation resources provided by a third‑party vendor and internal teams operating Monday through Friday from 6:00 a.m. to 7:00 p.m., as well as Saturdays from 6:00 a.m. to 10:00 a.m. ET.

Key Responsibilities

1) Vision & Strategy (Own the Ecosystem)

• Define and drive the future-state vision for Debt Manager and the broader collections and recovery ecosystem (Debt Next, placements, transaction flows, reporting, and controls).
• Build and maintain a multi-quarter roadmap that ties enhancements to measurable outcomes (efficiency, recovery performance, risk reduction, user experience).
• Ensure tools and processes operate as an integrated ecosystem, not disconnected workflows.

2) Product Ownership & End-User Enhancements

• Act as the "voice of the user" and drive continuous improvements that streamline work for collectors, recovery specialists, and support partners.
• Proactively identify friction (manual workarounds, confusing steps, missing data) and redesign workflows to reduce effort and errors.
• Translate business needs into clear requirements and partner with technology/data teams to deliver, test, and launch enhancements.

3) Debt Next & Recovery Placement Oversight

• Oversee Debt Next operations and improvements—ensuring it supports recovery strategies, reporting needs, and compliance requirements.
• Provide governance and performance oversight for recovery placements, including process consistency, effectiveness tracking, and continuous improvement.
• Establish feedback loops (performance results → root cause → enhancements/adjustments).

4) Production Support & Operational Excellence

• Lead the team that oversees 400+ inbound/outbound transmissions supporting collections, recovery, and financial transaction activity.
• Ensure robust production monitoring, triage, and resolution processes are in place to minimize downtime and customer/user impact.
• Own the operating rhythm for control reports that validate application health and the integrity of data exchanges (e.g., expected…