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,