Manager, Chat Collections

Manager, Chat for Collections (Operations with Technical Capability) Operations Leader with Strong Technical Expertise in Digital Collections Position Overview

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 communication platforms and cybersecurity best practices.
• Project management experience, especially related to technology adoption or process improvements.

As Manager, Chat for Collections, you will play a critical operational leadership role while advancing our digital strategy. Use your technical expertise to empower your team, streamline collections processes, and deliver outstanding results in a fast‑paced environment.

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial‑well‑being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short‑term/long‑term disability and basic life insurance
• Flexible hybrid working arrangements.
• Paid parental leave and adoption reimbursement programs
• Free access to on‑site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities

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Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.  to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call  and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.