Senior Dialer Operations Leader, AI-Driven Strategy

Credit One Bank; Las Vegas (NV); On-site; USD 120,000 - 190,000; Full time

Job summary

Credit One Bank seeks a senior leader to direct Dialer Operations across internal teams, agency partners, and AI-driven solutions. You will shape strategies, governance, and performance management to maximize recovery and compliance.

You will lead dialer technology initiatives, vendor relationships, analytics, and workforce planning, ensuring regulatory compliance and operational excellence in a fast-paced consumer credit environment.

Qualifications

• 7+ years in collections, call center, or dialer ops.
• 3+ years leading managers, analysts, or ops teams.
• Advanced knowledge of outbound dialing systems and dialer ops.
• Strong understanding of collection strategies and performance optimization.
• Ability to analyze complex data and recommend actions.
• Experience with vendors, agency networks, and technology providers.
• Excellent leadership, coaching, communication, and presentation skills.
• Strong PM and organizational capabilities.
• Proficient in MS Office, reporting tools, and data analysis platforms.
• Knowledge of SQL and BI tools preferred.

Responsibilities

• Lead and develop Dialer Operations leaders, analysts, and support teams.
• Develop and oversee enterprise dialer strategies to maximize recovery.
• Direct optimization across inbound, outbound, agency, and AI channels.
• Oversee dialer operations across external agency partners.
• Manage relationships with dialer tech providers, AI vendors, and partners.
• Ensure dialing operations comply with FDCPA, TCPA, UDAAP, and internal standards.
• Maintain governance controls around dialing activities and outreach.
• Drive reporting, analytics, and BI for operational decisions.
• Leverage SQL and AI tools to identify opportunities and risks.
• Lead AI-enabled tools adoption and automation initiatives.
• Collaborate with Technology, Product, and Vendor teams on system changes.
• Support workforce planning, capacity management, and forecasting.
• Manage budgets, priorities, resources, and project execution.

Skills

Leadership

Analytics

Communication

Project management

SQL

Regulatory compliance

Vendor management

Forecasting

Workforce planning

AI tools

Education

Bachelor's degree

MBA

Tools

Dialer systems

Predictive dialers

CRM / analytics platforms

Job description

Credit One Bank seeks a senior leader to direct Dialer Operations across internal teams, agency partners, and AI-driven solutions. You will shape strategies, governance, and performance management to maximize recovery and compliance.

You will lead dialer technology initiatives, vendor relationships, analytics, and workforce planning, ensuring regulatory compliance and operational excellence in a fast-paced consumer credit environment.