Manager 2, Collections Strategy & Operations

Intuit • Mountain View, CA • 4h ago

Overview

We're looking for an experienced and strategic Manager to lead the end-to-end collections strategy and operations for our consumer and small business lending products. This role is ideal for a proven leader who can combine deep agency and BPO performance management expertise with hands-on operational execution .

You will manage a team of Program Managers who oversee all collections programs - spanning pre-charge-off, post-charge-off, and third-party agency operations - while building new capabilities in legal collections, debt sales, and advanced contact strategies .

This is a high-impact role that will directly influence credit losses, recovery performance, and customer experience across the lending portfolio.

Responsibilities

What You'll Do

Strategic Leadership

Lead the overall strategy, design, and execution of collections programs across multiple loan products and delinquency stages.

Develop and implement a legal collections strategy from the ground up, including selection and management of attorney networks or law firms.

Stand up a debt sale program , establishing operational processes, partner due diligence, and financial modeling to optimize recoveries.

Partner with Product, Risk, and Analytics to build contact strategy capabilities for new and existing products, leveraging segmentation, channel optimization, and test-and-learn approaches.

Drive innovation and automation within collections while maintaining compliance and operational excellence.

Operational Management

Manage and mentor a team of four Collections Program Managers responsible for channel execution, agency oversight, and performance optimization.

Own vendor and BPO management across pre- and post-charge-off collections; set performance expectations, monitor scorecards, and drive accountability.

Establish and monitor KPIs for all recovery programs (e.g., cure rates, liquidation rates, RPC, QA, compliance metrics).

Partner with Compliance, Legal, and Risk to ensure adherence to all applicable regulations, including FDCPA, Reg F, and UDAAP.

Lead cross-functional initiatives to enhance collections systems, reporting, and workflow automation.

Cross-Functional Collaboration

Collaborate with Product, Risk, Finance, and Data Science teams to align collections strategy with credit policy, portfolio performance, and financial goals.

Influence senior stakeholders with clear data-driven insights and recommendations.

Represent the collections organization in cross-functional forums focused on customer experience, regulatory strategy, and portfolio management.

Qualifications

What We're Looking For

Minimum Qualifications

8+ years of experience in collections or recovery management, including significant exposure to agency/BPO oversight .

Proven success in building or scaling new collections channels - such as legal collections or debt sales .

Strong analytical and operational mindset with the ability to manage to KPIs and financial targets.

Deep understanding of consumer protection and collections regulations (FDCPA, Reg F, UDAAP, SCRA).

Experience managing high-performing teams and developing leaders.

Preferred Qualifications

Experience in fintech, digital lending, or multi-product financial services.

Proven track record of program design and launch in complex, regulated environments.

Familiarity with collections platforms, CRM/dialer systems, and performance reporting tools.

Strong relationship management skills with external partners (agencies, law firms, debt buyers).

Excellent communication, prioritization, and cross-functional influence skills.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits (https://www.intuit.com/careers/benefits/full-time-employees/) ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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