Manage and optimize the Five9 collections dialer environment across internal and third-party operations. Develop outbound dialing strategies, configure campaigns and pacing, monitor performance and compliance (TCPA/FDCPA), troubleshoot vendor/dialer issues, build reporting and SOPs, and drive automation and process improvements in partnership with Ops, WFM, Product, Engineering, and Compliance.

Lead and evolve Affirm's first-party collections program across agent, digital, and AI channels. Own vendor and BPO relationships, monitor portfolio performance, partner cross-functionally to scale AI-enabled servicing and digital self-service, and drive operational efficiency, compliance, and improved recovery and customer outcomes.