Collections & Recovery Product Director & Neighborhood Lead

Description

Collections & Recovery Product Director & Neighborhood Lead

We are seeking a results-driven Product Director to drive the vision, strategy, delivery, and transformation of our Collections & Recovery platform capabilities. This senior leadership role is responsible for ongoing product delivery, enhancing existing capabilities, and leading the Collections & Recovery Reimagine the Bank transformation agenda.

The Product Director will play a pivotal role in reshaping the Collections & Recovery experience, leveraging AI, intelligent automation, advanced analytics, and modern technology solutions to enable personalized customer engagement, expanded self-service, and greater colleague efficiency. This includes advancing intelligent voice and digital interactions, personalized collection strategies, and AI-enabled colleague capabilities.

Operating as the experience owner/neighborhood lead, this leader will bring together business, product, technology, architecture, and data teams to drive integrated product delivery. The role requires strong product leadership, execution discipline, and strategic vendor relationship management to deliver capabilities across a technology ecosystem with multiple third‑party solutions. The Product Director will be accountable for delivering product capabilities that enable improved customer experience, operational efficiency, and collections performance.

This role will have direct reports and will report directly to the Consumer Operations Delivery Head.

Key Responsibilities:

• Align roadmaps across teams to a coherent strategy and shared outcomes
• Resolve cross‑team and cross‑domain tradeoffs
• Drive consistent product management standards, practices, and decision frameworks
• Establish outcome metrics and hold teams accountable for results
• Lead stakeholder alignment and decision‑making at scale
• Ensure teams are solving the right customer problems across the product area
• Address systemic delivery issues and improve operating efficiency
• Leads multiple product teams or a complex product domain
• Direct people leadership with accountability for performance and development
• Drives cross‑functional alignment with business, tech, risk, and operations
• Strong strategic thinking and systems orientation
• Effective organizational influencer and decision facilitator
• Proven ability to scale teams and improve delivery outcomes
• Deep understanding of domain, risk, and regulatory considerations

Qualifications
:

• Bachelor’s degree in Business, Technology, Engineering, Economics, or a related discipline; advanced degree strongly preferred.
• Typically 8-12 years of progressive product management experience, including leadership responsibility for multiple products, programs, or product teams.
• Deep knowledge of product strategy, portfolio management, operating models, performance measurement, governance practices, and organizational priorities.
• Strong understanding of financial services operations, servicing, and regulatory considerations. Direct Collections & Recovery experience is strongly preferred.
• Demonstrated ability to translate enterprise objectives into coordinated product strategies, investment priorities, and measurable business outcomes.
• Strong understanding of AI, intelligent automation, and emerging technologies, with the ability to translate opportunities into scalable business capabilities. Familiarity with generative and agentic AI is desirable. Direct experience applying these technologies in Collections & Recovery or customer operations is a significant plus.
• Proven people leadership experience, including talent development, performance management, succession planning, and team capability building.
• Demonstrated experience managing strategic technology vendor relationships, evaluating…