The Director of Customer Resolutions is a senior leadership responsible for balancing strategic thought leadership and operational excellence within Customer Contact Center Operations. Reporting to the Vice President, Customer Resolutions, this role leads service delivery across the United States, India, and the Philippines, while also shaping how data, AI, and technology are applied to continuously improve customer outcomes, compliance, and portfolio performance.

The incumbent will advance technology enabled transformation by operationalizing analytics, AI, and automation across resolution workflows. This role will partner with Technology and Data teams to deploy, govern, and scale digital tools that improve agent effectiveness, customer experience, and operational performance.

Job Functions and Responsibilities:

Strategic Leadership & Transformation