Debt Settlement (DSC) Process Supervisor

Bounce

23h•$80,000 - $90,000•Hybrid

About The Position

Bounce is hiring a Debt Settlement Process Supervisor to serve as the operational owner of our Debt Settlement Company (DSC) channel. This role will be responsible for ensuring seamless DSC partner relationships, end-to-end process excellence, staffing alignment, and performance accountability across one of Bounce's most strategically important recovery segments. Reporting to the General Manager, Recovery Operations, the Debt Settlement Process Supervisor will drive process improvement, manage DSC-specific workflows, oversee creditor partner engagement, and ensure our Resolution Expert teams are properly staffed, trained, and equipped to perform at a high level. This role is ideal for someone who thrives at the intersection of operations, analytics, and partner management — and who brings deep knowledge of the debt settlement landscape. About Us Bounce is a fintech startup revolutionizing debt management for consumers and creditors with our best-in-class product. By leveraging the power of AI and automation, we create user-friendly experiences that drive positive outcomes for all parties involved. With a team based in Tel Aviv and New York, we have been growing rapidly, supporting hundreds of thousands of consumers on their journey to financial resilience and building partnerships with top creditors and fintech companies. How You’ll Spend Your Time Own the end-to-end DSC operational process — from account intake and Power of Attorney (POA) validation through settlement negotiation, payment plan execution, and resolution — ensuring consistent, compliant workflows at every stage. Monitor and improve key DSC performance metrics including settlement rates, average handle time (AHT), days past due (DPD) distribution, offer acceptance rates, and recovery yield; implement targeted improvements based on data analysis. Partner closely with creditor and DSC partners to maintain strong working relationships, manage escalations, review performance against contractual SLAs, and identify opportunities to expand or deepen partnerships. Manage staffing requirements for the DSC segment, collaborating with Workforce Management and Talent Acquisition to ensure proper headcount, coverage, and skill alignment for Resolution Experts supporting DSC portfolios. Develop, document, and continuously refine DSC-specific playbooks, training content, and operational procedures to drive consistency, compliance, and performance across the team. Build and maintain DSC performance dashboards and reporting frameworks; provide regular updates to senior leadership on portfolio health, process efficiency, and key operational risks. Collaborate cross-functionally with Compliance, Legal, Product, and Account Management to address process gaps, support audits, and ensure regulatory adherence across DSC operations. Identify automation and technology opportunities in the DSC workflow, working with Product and Engineering to implement improvements that reduce manual effort and improve outcomes. Serve as the internal subject matter expert on DSC operations — educating team members, supporting onboarding of new partners, and contributing to RFP responses and partner presentations as needed.

Requirements

5+ years of experience in collections, debt settlement, or recovery operations, with direct exposure to the DSC channel and a strong understanding of settlement workflows, POA management, and contingency-based fee structures.
Bachelor's degree in business, operations, finance, or a related field.
Deep familiarity with the debt settlement ecosystem, including DSC partner dynamics, creditor relationships, compliance obligations, and industry-standard recovery terminology.
Demonstrated ability to manage and improve operational processes in a fast-paced, data-driven environment; experience developing SOPs, training materials, and performance frameworks.
Strong analytical skills with proficiency in data tools (Excel, SQL, BI platforms); ability to build and interpret performance dashboards and translate data into actionable insights.
Experience managing cross-functional relationships with creditor partners, DSC companies, compliance teams, and product stakeholders.
Proven ability to work independently in a remote environment, manage multiple priorities simultaneously, and drive outcomes without close supervision.
Strong written and verbal communication skills; able to represent operations effectively in partner meetings, executive reviews, and cross-functional discussions.

Responsibilities

Own the end-to-end DSC operational process — from account intake and Power of Attorney (POA) validation through settlement negotiation, payment plan execution, and resolution — ensuring consistent, compliant workflows at every stage.
Monitor and improve key DSC performance metrics including settlement rates, average handle time (AHT), days past due (DPD) distribution, offer acceptance rates, and recovery yield; implement targeted improvements based on data analysis.
Partner closely with creditor and DSC partners to maintain strong working relationships, manage escalations, review performance against contractual SLAs, and identify opportunities to expand or deepen partnerships.
Manage staffing requirements for the DSC segment, collaborating with Workforce Management and Talent Acquisition to ensure proper headcount, coverage, and skill alignment for Resolution Experts supporting DSC portfolios.
Develop, document, and continuously refine DSC-specific playbooks, training content, and operational procedures to drive consistency, compliance, and performance across the team.
Build and maintain DSC performance dashboards and reporting frameworks; provide regular updates to senior leadership on portfolio health, process efficiency, and key operational risks.
Collaborate cross-functionally with Compliance, Legal, Product, and Account Management to address process gaps, support audits, and ensure regulatory adherence across DSC operations.
Identify automation and technology opportunities in the DSC workflow, working with Product and Engineering to implement improvements that reduce manual effort and improve outcomes.
Serve as the internal subject matter expert on DSC operations — educating team members, supporting onboarding of new partners, and contributing to RFP responses and partner presentations as needed.