Manager, Servicing Learning & Performance

American Credit Acceptance • Spartanburg, SC

23h • Onsite

About The Position

The Manager, Servicing Learning & Performance leads initiatives that strengthen employee capability, operational quality, customer experience, and business performance across Servicing. Based on organizational priorities, this flexible leadership role may be assigned responsibility for one or more functional areas, including Training, Knowledge Management, Instructional Design, Quality Improvement, Customer Contact Monitoring, Performance Improvement, Customer Experience, Executive Complaint Handling, or Learning & Performance Supervisory functions. The ideal candidate is an experienced, analytical, and people-focused leader who develops high-performing, self-sufficient teams, improves processes, and delivers measurable results through sound judgment, innovation, and responsible AI-enabled leadership.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• Five or more years of progressive experience in learning and development, quality assurance, instructional design, knowledge management, performance improvement, customer experience, complaint handling, operations, or a related field.
• Three or more years of progressive leadership experience.
• Demonstrated success coaching employees, developing leaders, and building high-performing, self-sufficient teams capable of independently supporting organizational objectives.
• Experience leading multidisciplinary teams with diverse responsibilities and skill sets.
• Demonstrated ability to analyze data, identify root causes, and implement measurable performance and process improvements.
• Experience managing complex, sensitive, or executive-level customer complaints and escalations.
• Strong leadership, communication, analytical, problem-solving, coaching, and stakeholder management skills.
• Ability to thrive in a fast-paced, highly regulated environment while managing competing priorities.
• Demonstrated capacity to lead in an AI-enabled, future-ready environment by embracing emerging technologies, fostering innovation, and preparing teams to meet evolving business needs.

Nice To Haves

• Experience in consumer finance, auto finance, contract servicing, collections, financial services, or another regulated industry.
• Experience leading multiple functional areas such as Training, Knowledge Management, Quality, Instructional Design, Performance Improvement, Customer Experience, or Complaint Handling.
• Knowledge of adult learning principles, instructional design, quality assurance, performance consulting, continuous improvement, knowledge management, and change management.
• Experience partnering with executive leadership and cross-functional partners, including Compliance, Legal, Risk, Human Resources, and Operations.
• Lean, Six Sigma, Project Management, Learning & Development, Customer Experience, or Quality certification preferred.

Responsibilities

• Lead, coach, and develop employees within assigned functional areas while fostering accountability, continuous improvement, innovation, and customer focus.
• Build high-performing, self-directed teams that exercise sound judgment, solve problems independently, and serve as trusted business partners with appropriate leadership oversight.
• Develop leaders and individual contributors through coaching, mentoring, succession planning, performance management, and meaningful development opportunities.
• Periodically lead one or more functions, including Training, Knowledge Management, Instructional Design, Quality Improvement, Customer Contact Monitoring, Performance Improvement, Customer Experience, Executive Complaint Handling, or Learning & Performance Supervisors. Assigned responsibilities may change based on business needs.
• Partner with Servicing leaders and cross-functional stakeholders to identify organizational needs and implement strategic, data-driven solutions.
• Oversee the design, delivery, and evaluation of learning, quality, coaching, knowledge management, and performance improvement initiatives.
• Analyze operational metrics, quality results, customer feedback, and complaint trends to identify root causes and implement sustainable improvements.
• Lead process improvement and change management initiatives that improve employee performance, operational effectiveness, compliance, and customer outcomes.
• When assigned, oversee the investigation and resolution of the organization’s most complex, sensitive, and executive-level customer complaints in partnership with Compliance, Legal, Risk, and senior leadership.
• Monitor key performance indicators and communicate trends, risks, and recommendations to leadership.
• Embrace emerging technologies, including approved AI-enabled tools, to improve team capability, efficiency, innovation, and measurable business results.
• Perform other duties as assigned.

Benefits

• ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
• ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
• California Privacy Notice As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice .

What This Job Offers

• Job Type: Full-time
• Career Level: Manager