Recovery Operations Lead

Recovery Ops Lead We’re building and servicing the largest portfolio of quality housing in the heart of America. We need YOU to make it happen.

What it Means to Be a Program Lead:

A Program Lead at American Avenue is not a subject matter expert who happens to manage a team. It is a function owner — someone who takes full accountability for a program’s outcomes, manages the operating model that produces those outcomes, and acts as the connective tissue between their function and the rest of the business. Above individual execution, their job is to ensure a running system, one that produces consistent results, surfaces early signals when something is wrong, and improves over time without requiring constant senior intervention.

Every Program Lead is expected to operate in three modes simultaneously:

• Operator:
  Run the day-to-day with discipline. The queue moves, the team executes, SLAs are met, and nothing falls through the cracks.
• Problem-solver:
  When the root cause of a problem lives upstream — in another team’s process, a product gap, or a policy ambiguity — you help own getting it fixed and escalating when needed.
• Builder:
  Proactively improve the function. Identify where the playbook is missing, where self-serve could replace human effort, where data should be driving a decision that’s currently made by feel.

Role Overview:

As the Recovery Lead, you’ll play a key role in driving down the total cost of eviction across our 9,000+ home portfolio. Recovery exists to resolve delinquency at the lowest possible cost to the business — either by preventing an eviction through early intervention, recovering what’s owed through the most efficient path available, or executing legal resolution cleanly when it’s the right call.

This program owns the full recovery lifecycle across our 20-state portfolio, from first missed payment through legal resolution, write-off, or reinstatement. You are responsible for the well functioning of AI technologies, Collections Callers, Evictions Managers, and a litany of attorney partners. Keeping everything humming is no small feat, you’ll constantly be building and tweaking playbooks, KPIs, tooling, and team structure.

Responsibilities:

The following accountabilities apply to every Program Lead at American Avenue, regardless of business unit.

• Own the Operating Picture
• • Full accountability and visibility on volume, open items, and aging (no surprises)
  • Surface risks and blockers to leadership before they’re asked
  • Strong point of view on the technical roadmap complementing your domain
• Lead the Team Day-to-Day
• • Clear priorities; every team member knows what they own and what good looks like
  • Continuous coaching; recognize top performers; document/coach underperformers
  • Team executes on routine decisions without you
• Own the Metrics
• • Help define and own the KPIs, don’t just report on them
  • Know your numbers cold; spot trends before they become problems
• Help Build and Improve the Playbook
• • SOPs, escalation paths, and decision frameworks are documented and repeatable
  • Continuously identify what can be automated, self-served, or prevented upstream
• Be the Voice of Your Program Inside the Business
• • Translate what you’re seeing into signals other teams can act on
  • Bring a point of view — don’t wait to be asked if something is working

In addition to the universal accountabilities above, this role owns the following role-specific responsibilities:

• Design and release innovative recovery strategies — early intervention models, alternative resolutions, prevention plays — that reduce eviction volume and severity
• Continuously evaluate when eviction is the right call versus when an alternative recovery path is more cost-effective for the business

• Hold outside…