Senior Director, Operations Innovation

Senior Leader Operational Innovation

We are seeking a senior leader to define and drive operational innovation across servicing operations. This role is designed for a leader who thrives at the intersection of strategy, analytics, and product, and who wants to shape how a growing organization delivers operational excellence and recovery outcomes at scale. The opportunity business is evolving faster than traditional operational models can support. ACA is investing in proactive, forward-looking leadership to modernize how work gets done, increasing efficiency, scalability, and consistency while strengthening customer and business outcomes.

This is a highly visible role that bridges strategy and execution, serving as a connector across analytics, operations, and business to turn ideas into results.

What You'll Do You will own the overall loss mitigation and recovery strategy, while leading operational transformation and continuous improvement across servicing operations.

• Define and execute a clear, scalable loss mitigation and recovery strategy that maximizes recoveries while managing risk.
• Simplify and standardize processes to support growth.
• Redesign operating models to meet evolving business needs and deliver consistent results at scale.
• Act as a change agent, connecting analytics, operations, technology, and business strategy.
• Drive process innovation, building repeatable frameworks, tools, and methodologies.
• Establish a data-driven operating model, using analytics to inform strategy, priorities, and executive decision-making.
• Leverage technology, automation, advanced analytics, and AI-enabled solutions to improve efficiency and decision quality.
• Lead system enhancements and guide how technology solutions are implemented for operational effectiveness.
• Influence organizational design, staffing models, and workforce planning.
• Oversee budgets, improving cost efficiency while maintaining performance and compliance.
• Partner cross-functionally to resolve operational and regulatory challenges.
• Ensure strong governance, audit readiness, and regulatory compliance.
• Advise senior leadership on operational strategy, risk, and organizational health.

Who You Are

• A strong people leader with experience leading managers and directors, setting performance standards, making talent decisions, and developing future leaders.
• A data-driven decision maker who can read and interpret trends, challenge analytics, and sharpen recommendations.
• A pragmatic innovator who focuses on solutions that work for operations at scale.
• A connector who brings together technology, analytics, and business teams to drive outcomes.
• Comfortable owning long-term strategy tied directly to day-to-day operational performance.
• Recognized for diagnosing problems quickly and designing scalable, sustainable solutions.

What You Bring:

• 10+ years of experience as operator-strategist designing and driving innovation.
• 5+ years of progressive people leadership experience, including leading leaders.
• Strong analytical and data-driven mindset (able to interpret insights and challenge recommendations).
• Demonstrated success leading technology, systems, analytics, or process transformation initiatives.
• Product management experience preferred, with ability to bridge business needs and technology solutions.
• Strong business acumen with the ability to drive strategy through execution.
• Solid understanding of operational risk, audit, and regulatory compliance.
• Experience managing budgets and financial performance.
• Excellent written and verbal communication skills, with executive-level influence.
• MSP/CMS technical knowledge preferred.

This role is based onsite at our headquarters in Spartanburg, South Carolina. Candidates are expected to relocate by the start date. About the team: We live by our Guiding Principles: Integrity, Partnership, Principled Entrepreneurship, Initiative, Fulfillment, and Humility. Our culture values humility, pragmatism, and the wisdom to know what can be solved. We believe in the power of collaboration, thriving on the motto "Better Together." Why Spartanburg? This up-and-coming city in Upstate South Carolina has so much to offer! An affordable lifestyle with lakes, trails, and a growing culinary and arts scene. You're an hour from Greenville, Charlotte, Asheville, and the Blue Ridge Mountains, and within three hours of Charleston, Atlanta, and the beaches. About American Credit Acceptance (ACA) We're not just navigating the road ahead - we're building it. As a national leader in auto finance with over $7 billion in assets and a history of 20% annualized growth, we empower emerging credit consumers to achieve their financial goals - and that mission extends throughout the entire life of the loan. Simultaneously, we are creating opportunities for our team to shape the future of our industry.

EEO Statement ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Disclaimer Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. California Privacy Notice As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice.