Job Summary The Vice President of Operations leads the three departments that carry a client from enrollment to graduation: Negotiations, Client Success, and Post-Settlement Services. The role owns the full post-enrollment client journey — the outcomes clients get, the service they experience, the cost at which we deliver both, and the compliance record behind all of it. This is a builder's role as much as a manager's. We are adding clients and states continuously, and the operating model must be rebuilt to hold that growth: staffing models that flex, workflows that do not depend on heroics, technology and reporting that surface problems before clients feel them, and quality and compliance monitoring that would withstand a regulatory examination on any given day. The VP of Operations is a member of the executive team, reports to the Chief Executive Officer, and partners closely with Sales/Enrollment, Compliance & Legal, Finance, and Technology. Responsibilities 1. Negotiations Own the creditor-facing organization responsible for settling enrolled client debt. Set negotiation strategy, creditor-specific playbooks, and settlement authority thresholds; govern exceptions and escalations. Own the department's core outcomes: settlement rate, average settlement percentage of enrolled balance, settlements per negotiator per month, days to first settlement, and re-negotiation/fallout rate. Build and maintain direct relationships with creditors, debt buyers, collection agencies, and law firms; negotiate portfolio-level terms and standing agreements where available. Design negotiator capacity, queue prioritization, and account assignment models so the right accounts reach the right negotiator at the right point in the client's program. Build the negotiator career path — hiring profile, certification, coaching cadence, and compensation structure — in partnership with HR and Finance. Monitor creditor behavior, litigation trends, and settlement market conditions, and adjust strategy and client expectations accordingly. 2. Client Success (Customer Service) Own the client-facing service organization across the life of the program. Own client retention and attrition, program completion/graduation rate, draft health and payment adherence, and client satisfaction (CSAT/NPS).

Own contact-center performance:

service level, answer rate, abandon rate, average speed to answer, first-contact resolution, and omnichannel response times across phone, email, SMS, and portal. Design the client journey — welcome and onboarding, proactive milestone outreach, settlement notification, hardship and re-plan conversations, and graduation — with defined touchpoints rather than reactive service. Build an early-warning model for at-risk clients (missed drafts, inbound complaint signals, silence after a creditor contact) and the save/retention workflows that act on it. Own complaint intake, root-cause analysis, and resolution in partnership with Compliance, including BBB, state attorney general, and CFPB-routed complaints.

Set workforce management:

forecasting, scheduling, shrinkage, and occupancy targets that hold service levels without burning out the team. 3. Post-Settlement Services Own everything that happens after a settlement is agreed — the step where an agreement either becomes a real outcome for the client or becomes a complaint.

Own settlement execution accuracy:

payment scheduling, funding coordination with the dedicated account provider, and on-time payment performance against agreed settlement terms.

Own documentation integrity:

settlement letters requested, received, verified, and delivered to the client; zero-balance and paid-in-full confirmations; and the retention of both. Own broken-settlement prevention and cure — detection of at-risk settlement payments, client outreach, and re-negotiation before the agreement lapses. Own post-settlement dispute resolution, including credit reporting disputes, continued collection activity after settlement, and creditor accounting discrepancies.

Own fee accuracy:

that performance fees are earned, charged, and disclosed consistently with the client agreement and applicable law. 4. Cross-Functional and Enterprise Responsibilities Build a single operating scorecard spanning all three departments and report it to the executive team on a fixed cadence; make the business measurable rather than anecdotal. Own the operations budget, headcount plan, and cost per active client / cost per settlement; deliver capacity growth at improving unit economics. Partner with Sales/Enrollment on enrollment quality — the handoff into operations is where most downstream attrition and complaints originate. Partner with Compliance & Legal on QA monitoring, call recording review, script and disclosure governance, licensing and bonding requirements by state, and audit and examination readiness. Partner with Technology on CRM, dialer, workflow automation, and reporting; define operational requirements, prioritize the roadmap, and own adoption after delivery. Own vendor management for operations-side vendors, including the dedicated account provider, BPO or overflow capacity, telephony, and QA tooling.

Build the bench:

succession planning and development for directors and managers so growth is not gated on a single leader. Qualifications Bachelor's degree in business, finance, or a related field, or equivalent professional experience. 8+ years of progressive operations leadership, including 3+ years at director level or above with responsibility for multiple departments. Demonstrated experience leading contact-center or client-service organizations of 75+ employees through periods of significant growth. Experience in a regulated consumer financial services environment — debt settlement, debt collection, consumer lending, mortgage or loan servicing, credit counseling, or comparable BPO operations.

Demonstrated fluency with operational analytics:

building scorecards and forecasting models, diagnosing root cause from data, and managing a multi-department P&L or operating budget. Working knowledge of the regulatory framework governing debt relief services, including the FTC Telemarketing Sales Rule debt relief provisions (including the advance-fee prohibition), state debt settlement licensing and bonding requirements, UDAAP, FDCPA, and TCPA. Proven ability to build, coach, and retain a leadership bench, and to hold a high performance standard without high turnover. Ability to work on-site in Richardson, Texas. Preferred Qualifications Direct debt settlement industry experience, including established creditor, debt buyer, or collection agency relationships. Experience with AFCC standards, third-party audits, and state examination or regulatory response. Experience implementing or materially reconfiguring a CRM, dialer, or workflow automation platform in a high-volume operation. MBA or comparable advanced degree. Experience in a private-equity-backed or otherwise high-growth operating environment.

Pay:

$120,000.00 - $160,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Education:

Bachelor's (Preferred)

Experience:

Senior leadership: 8 years (Preferred) Debt settlement industry: 3 years (Preferred) Ability to

Commute:

Richardson, TX 75082 (Preferred)

Work Location:

In person