Vice President, Customer Care Center

About the Role

The role reports to the Senior Vice President, Global Customer Contact Center Operations, and will oversee resolution-focused contact center functions across multiple servicing locations and channels. The Vice President will be accountable for customer outcomes, regulatory compliance, and operational efficiency, making this a challenging yet rewarding opportunity for the right candidate.

As the customer care landscape continues to evolve, companies are looking for leaders who can drive innovation and excellence in customer experience. Onity is committed to delivering exceptional customer care, and this role will play a critical part in achieving that goal.

What You Will Do

• Define and lead the customer care strategy, aligned to enterprise servicing goals, driving scalable transformation and sustained performance gains.
• Own the AI- and lean-led transformation, deploying agentic AI, predictive dialing, intelligent IVR deflection, and machine learning-based propensity-to-cure models, with Lean/Six Sigma as the operating backbone.
• Provide global executive oversight of customer care, ensuring consistent policy execution, controls, and service standards.
• Reduce delinquency through data-driven resolution strategies, lean staffing, and disciplined loss-mitigation waterfalls based on borrower risk tier and NPV analysis.
• Own a tiered KPI framework covering collections efficiency, cure performance, financial outcomes, and operational quality.
• Apply machine learning and AI decisioning to predict cure probability, pinpoint failure drivers, and route accounts to the highest-yield resolution strategy.
• Lead the agentic AI roadmap for customer care, deploying virtual agents, large language model (LLM)-assisted agent guidance, automated workout offers, and AI documentation to cut handle time by 30%+ and improve first-contact resolution.
• Partner with Technology and Data Science to embed machine learning-driven decisioning, including cure propensity scoring, real-time prioritization, and agent assist.
• Drive a human-centered AI operating model, where AI scales volume and compliance while agents focus on complex negotiations and high-NPV decisions.
• Oversee customer care vendors to meet SLA, cost-per-cure, and compliance targets through disciplined performance management.

What We Are Looking For

• Minimum 10 years of experience in customer care, with a proven track record of driving operational efficiency and customer satisfaction.
• Strong background in AI and lean process design, with experience in deploying agentic AI and machine learning-based models.
• Excellent leadership and communication skills, with the ability to inspire and motivate teams.
• Strong analytical and problem-solving skills, with experience in data-driven decision making.
• Experience with Excel and other data analysis tools.
• Strong understanding of regulatory compliance and operational efficiency.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong stakeholder management skills, with experience in partnering with cross-functional teams.

Nice to Have

• Experience with customer care technology, including CRM, dialers, IVR/digital self-service, and WFM platforms.
• Knowledge of machine learning and AI decisioning, with experience in applying these technologies to customer care.
• Certification in Lean/Six Sigma or other process improvement methodologies.
• Experience in managing remote teams and working in a virtual environment.

Benefits and Perks

• Competitive salary and bonus structure.
• Comprehensive health insurance and retirement plan.
• Generous PTO and paid holidays.
• Remote work stipend and flexible working hours.
• Professional development opportunities, including training and certification programs.
• Access to the latest technology and tools.
• Collaborative and dynamic work environment.

• Tip: Highlight your experience with Excel and data analysis tools in your application, as these skills are essential for this role.
• Develop a strong understanding of AI and lean process design, and be prepared to discuss how you have applied these concepts in previous roles.
• Showcase your leadership and communication skills, and provide examples of how you have inspired and motivated teams in the past.
• Be prepared to discuss your experience with regulatory compliance and operational efficiency, and how you have driven improvements in these areas.
• Consider including a portfolio or case studies that demonstrate your experience in customer care and AI-driven solutions.
• When negotiating salary, be sure to research the market rate for this role and highlight your unique skills and experience.
• Red flags to watch for in the application process include a lack of transparency about the company culture or unclear expectations about the role.