Head of Collections

Obligo•New York, NY

21h•$140,000 - $160,000•Hybrid

About The Position

Obligio is hiring an experienced, analytical, hands-on collections leader to own and continuously improve its collections operation. The Head of Collections will manage a team of four collectors, external first- and third-party collection resources, and AI agents, while serving as the company’s internal collections subject matter expert. The role combines day-to-day team leadership with collections strategy and execution, including coaching, complex case escalations, performance improvement, and projects to make the organization more effective and scalable. The position follows a hybrid model, working from Obligo’s Union Square office in New York City two days per week. The role collaborates closely with Risk, Customer Support, Legal, Product, Data, Finance, and Operations. Compensation is listed as a base salary range of 140–160; the posting does not specify the currency or pay period.

Requirements

At least 5 years of relevant experience in collections, customer operations, or a similar operational environment.
At least 3 years of experience managing a team.
Strong track record of data-led performance management, including setting targets, identifying performance gaps and root causes, and turning insights into coaching and action.
Strong analytical skills and hands-on comfort with dashboards, spreadsheets, BI tools, and operational data.
Demonstrated ability to improve processes and team productivity, from identifying opportunities through implementation and measurement.
People-management experience, including setting expectations, coaching and developing employees, and addressing underperformance.
Meaningful collections expertise, including collection strategy, negotiation, escalations, and customer communication.
Self-motivated and adaptable, with strong judgment and the ability to lead and execute in a fast-moving startup environment.

Nice To Haves

Experience in fintech or consumer finance.
Experience managing outsourced collection partners.
Experience implementing AI or automation in operations.
SQL or hands-on BI experience.

Responsibilities

Lead, coach, and develop the internal collections team, setting clear goals and driving individual and team performance.
Own collections strategy, including account segmentation, prioritization, outreach, negotiation, escalation, and resolution strategies.
Lead projects and experiments to improve recovery rates, operational efficiency, renter experience, and team productivity.
Help design and implement AI agents, automation, and other technologies across the collections lifecycle.
Develop and maintain collections playbooks, workflows, scripts, training, quality assurance standards, and operating procedures.
Use data to understand renter behavior, evaluate strategies and team performance, and identify opportunities for improvement.
Identify recurring issues and trends in collections activity and translate them into product, policy, or operational improvements.
Serve as the collections subject matter expert and personally handle Tier-3, sensitive, unusual, and high-value cases when needed.
Manage external first-party and third-party collection partners and determine how work is allocated across internal, external, and automated resources.
Partner with Support, Risk, Legal, Product, Data, Finance, and Operations on complex cases, initiatives, product improvements, and collections policies.