Resolutions Lead

Role Description

As a Dialer Manager, you will own the strategy, configuration, and day-to-day management of the collections dialer environment, ensuring optimal performance across first-party collections operations. This role is highly cross-functional and operationally critical, requiring expertise in Five9 collections dialer management, campaign strategy, workforce optimization, and regulatory compliance. The ideal candidate will combine strong analytical and technical capabilities with operational leadership to improve contact strategies, agent productivity, and recovery performance. This role will report to the Sr. Manager, Collections & Recovery.

• Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third-party collections operations.
• Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance requirements.
• Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies.
• Monitor dialer and agent performance metrics, identifying trends and opportunities to improve productivity, kept dollars, contact rates, and operational efficiency.
• Partner cross-functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements.
• Ensure compliance with all applicable regulations, including TCPA, FDCPA, federal/state/local dialing requirements, and internal policies.
• Support vendor operations by troubleshooting dialer-related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies.
• Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness.
• Drive continuous improvement initiatives through automation, testing strategies, and process optimization.
• Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls.

Qualifications

• 3+ years of experience managing or administering a Five9 collections dialer environment.
• Strong understanding of collections operations, outbound dialing strategies, and contact center workflows.
• Experience with predictive, progressive, preview, and blended dialing strategies.
• Experience meshing AI agent & human agents into dialing efforts.
• Familiarity with TCPA, FDCPA, and other regulatory requirements impacting collections dialing operations.
• Experience supporting high-volume contact center or collections environments.
• Strong analytical skills with experience interpreting dialer metrics and operational performance data.
• Ability to manage multiple priorities and troubleshoot operational issues in a fast-paced environment.
• Experience partnering cross-functionally with Operations, Product, Engineering, Compliance, and Workforce Management teams.
• Strong written and verbal communication skills.
• Bachelor’s Degree or equivalent experience preferred.

Requirements

• Pay Grade - H
• Equity Grade - 3
• CAN base pay range per year: $77,000 - $127,000

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses.
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount.