Director, Dialer Team

Sunbit • Los Angeles, CA

5h • Remote

About The Position

The Director, Dialer team is a strategic and operational leadership role responsible for the integrity, compliance, and performance of our outbound communication platforms. You will lead a team of Dialer Administrators to ensure seamless file delivery, regulatory compliance, and alignment with business growth goals. You are the bridge between technical data services and executive business units (Auto/Credit, Collections, and Customer Development).

Requirements

• Experience: 7–10 years in dialer operations or workforce management, with at least 3–5 years in a leadership/management capacity.
• Influence: Proven ability to influence VP-level stakeholders and manage cross-functional relationships with Data Services and Legal.
• Expertise: Deep knowledge of TCPA/Regulatory compliance and dialer logic (Campaign Skeletons, Kill Lists).

Responsibilities

• Team Leadership: Manage and develop a team of Dialer Administrators, ensuring 24/7 coverage and high-quality output.
• Strategic Alignment: Partner with Collections Strategy and Business Partners to translate high-level business goals into tactical campaign segmentations.
• Operational Oversight: Act as the final point of escalation for file delivery delays, system outages, and complex JIRA research requests.
• Compliance & Risk: Oversee the investigation of regulatory exceptions (e.g., State restrictions, RPC rest periods) and ensure all documentation meets Legal/Audit standards.
• Resource Planning: Collaborate with Workforce Management (WFM) to forecast staffing requirements and make high-level decisions on intraday shrinkage and OT offers.
• Executive Reporting: Own the Monthly Business Review (MBR) data and provide ad-hoc strategy planning to business owners based on dialer performance trends.

Benefits

• Mission driven, empowered, and collaborative culture
• Competitive pay and stock options
• Unlimited PTO
• Comprehensive health benefits (Medical, Dental, Vision, Life, EAP, Parental Leave, HSA, & more)
• Newly added HSA and Pet Insurance
• 401(k) with company match
• Cell Phone Stipend
• Team-based strategic planning and ownership of deliverables

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed