Director of Collections Strategy and Implementation

Best Egg • Wilmington, DE

5d • $160,000 - $180,000 • Remote

About The Position

We are seeking a transformational leader who will analyze, redesign, and execute a modern, data-driven collections and recovery strategy for our personal loan portfolio. We are evolving toward a more personalized, data-driven collections ecosystem and accelerating our shift into segmentation, digital engagement, and AI-enabled strategies. This role will serve as the primary architect and executor of a new approach rooted in personalization, AI/ML modeling, segmentation, multi-channel engagement, and a disciplined test-and-learn framework. You will own diagnosis of current performance, to strategy design, deployment, testing, and optimization in partnership with Credit, Data Science, Product, Engineering, and Operations. This is an ideal role for someone who has successfully modernized collections environments and wants to lead a high-impact transformation.

Requirements

• Bachelor’s degree in Business, Finance, Data/Computer Science, or related field; Master’s preferred.
• 10+ years of experience in collections strategy, risk strategy, consumer lending, or analytics-driven servicing environments.
• Proven experience transforming collections operations from traditional workflows to data-driven, digital-first, segmentation-based execution.
• Strong analytical skills with hands-on experience in SAS (preferred), SQL, Python, or other analytical tools.
• Familiarity with decision engines, CRM technologies, dialer platforms, and modern digital engagement tools.
• Deep understanding of regulatory frameworks governing collections.
• Demonstrated ability to lead cross-functional initiatives and drive measurable portfolio outcomes.

Nice To Haves

• A creative problem solver who can diagnose complex systems and design scalable, modern solutions.
• A hands-on builder who is comfortable moving from strategy to design to execution.
• A data-driven leader passionate about experimentation, measurement, and continuous improvement.
• Someone who thrives in a fast-paced environment and can influence without authority across technical and operational teams.

Responsibilities

• Conduct a full diagnostic of existing treatment paths, channel dependency, saturation levels, and performance breakpoints.
• Identify opportunities to shift from a one-size-fits-all model to highly personalized, segmentation-driven strategies.
• Lead the strategic roadmap to modernize collections using analytics, digital engagement, automation, and AI/ML.
• Design new segmentation frameworks, risk-based treatment paths, and personalized engagement journeys.
• Build and deploy AI/ML-informed strategies, including repayment propensity models, roll prediction, optimal contact timing, and next-best-action recommendations.
• Rapidly develop and implement champion/challenger tests, ensuring continuous experimentation and measurable improvement.
• Serve as the primary driver of execution, overseeing business requirements, UAT, strategy deployment, and post-launch monitoring.
• Reduce reliance on phone outreach by expanding digital-first strategies across SMS, email, IVR, self-service, and automated flows.
• Implement decisioning and orchestration platforms that enable real-time personalization and strategy optimization.
• Partner with vendors and internal technology teams to evaluate and integrate new tools that enhance collections performance.
• Define and own the evaluation of strategy effectiveness (cure rates, roll rates, loss mitigation, liquidation, cost-to-collect).
• Conduct deep-dive analyses on customer behavior, channel performance, and economic trends to refine strategies.
• Provide strategic insights and recommendations to senior leadership regarding portfolio performance and loss forecasting.
• Collaborate closely with Credit Risk, Operations, Data Science, Product, and Engineering to ensure seamless strategy development and deployment.
• Ensure all strategies comply with FDCPA, UDAAP, TCPA, and other regulatory requirements.
• Promote a customer-centric, ethical approach to engagement and repayment solutions.

Benefits

• Pre-tax and post-tax retirement savings plans with a competitive company matching program
• Generous paid time-off plans including vacation, personal/sick time, paid short-- term and long-term disability leaves, paid parental leave, and paid company holidays
• Multiple health care plans to choose from, including dental and vision options
• Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
• Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
• Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees