Vice President, Customer Care Center

The Vice President of Customer Resolutions is a senior leadership role responsible for the strategic direction, operational performance, and transformation of the Customer Resolutions organization within Customer Contact Center Operations. Reporting to the Senior Vice President, Global Customer Contact Center Operations, this role oversees resolution-focused contact center functions across multiple servicing locations and channels, with accountability for customer outcomes, regulatory compliance, and operational efficiency. 

This role will lead the transformation of Customer Resolutions through agentic AI deployment, intelligent automation, and Lean process design, ensuring customer-centric, brand-worthy borrower experiences while reducing delinquency rates, compressing cure cycle times, and delivering measurable financial returns. The VP will be the organization’s primary driver of a digitally enabled, data-first operating model — one that uses technology to amplify human judgment, not replace it — with direct accountability for cost-per-cure, right-party contact rates, loss mitigation capture rates, and portfolio-level recovery economics. 

Job Functions and Responsibilities:

Strategic Leadership & Transformation

• Define & lead the Customer Resolutions strategy, aligned to enterprise servicing goals, driving scalable transformation and sustained performance gains.
• Own 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.
• Own the Cash‑to‑Cure value stream end‑to‑end, eliminating waste, reducing queue aging, and improving Days Delinquent Resolved (DDR) and Net Cure Rate.

Performance Excellence & Analytics

• Provide global executive oversight of Customer Resolutions, 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.
• Ensure compliant escalation of non‑curing accounts, including foreclosure, aligned with regulatory and investor requirements.
• 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.

Technology & Innovation

• Lead the agentic AI roadmap for Customer Resolutions, 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.
• Own the Resolutions technology stack and vendor governance, ensuring integrated, optimized CRM, dialers, IVR/digital self‑service, WFM, and AI platforms.
• 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.

Stakeholder & Vendor Management

• Partner cross‑functionally within Onity to deliver a seamless end‑to‑end customer journey.
• Oversee Customer Resolutions vendors to meet SLA, cost‑per‑cure, and compliance targets through disciplined performance management.
• Quality, Compliance & Risk Management
• Ensure Customer Resolutions compliance with federal and state regulations, investor guidelines, and internal policies, including oversight of QA programs.
• Act as the executive escalation point for complex customer, regulatory, and operational issues.
• Implement AI‑assisted quality monitoring with 100% interaction scoring via speech analytics and NLP, enabling real‑time compliance risk detection, targeted coaching, and audit‑ready documentation at scale.

People Leadership & Talent Development

• Lead and develop a high‑performing leadership team, embedding accountability, continuous improvement, and customer advocacy culture.
• Drive succession planning and leadership development to ensure long‑term organizational readiness.
• Build AI and data literacy across Resolutions leadership, enabling managers to interpret model outputs, challenge recommendations, and lead data‑driven Lean improvements.

Qualifications

To perform this job successfully, an individual must have the following education and/or experience:

• Bachelor’s degree required, master’s preferred.
• 10+ years of senior leadership (with minimum 5+ years in senior roles) in collections, recovery, loss mitigation, or customer resolutions, including multi‑site operations and direct ownership of cure rates, loss‑mitigation financials, charge‑off avoidance, or recovery yield; broad financial services experience preferred. 
• Proven leadership of AI and automation initiatives in collections or servicing environments (e.g., virtual agents, predictive dialers, agent assist, ML‑based prioritization), with hands‑on experience as a technology buyer and implementation partner.
• Strong financial acumen in collections economics, including charge‑offs, recovery yield, cost‑per‑cure, reserves, and P&L impact; able to articulate ROI to executives, finance, and client/investor stakeholders.
• Lean Six Sigma certification or equivalent experience, with demonstrated success in value‑stream mapping, waste elimination, and cycle‑time reduction.
• Customer‑centric, analytically strong leader with the ability to manage large, geographically dispersed teams, navigate regulatory requirements, and thrive in fast‑paced, changing environments.

Training / Licensing Requirements: 

• Must pass the Company’s Background Screening process prior to beginning employment.  Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Location:

• US– full-time, telecommuting is supported.
• Travel expectations up to 25%.
• Onity’s largest US locations are in West Palm Beach, FL (corporate headquarters), Mount Laurel, NJ and Houston, TX.
• Onity’s international locations are in Bangalore, IN, Mumbai, IN, Pune, IN and Manila, PH.

The salary range for this position is expected to be $XX,000 – $YY,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for [bonus] [commissions] [long-term incentive compensation awards] based on performance and subject to the terms of the Company’s applicable plans.

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