Senior Leader, Servicing Learning & Performance

American Credit Acceptance; United States; On-site; USD 95,000 - 140,000; Full time

Job summary

American Credit Acceptance is seeking a Manager, Servicing Learning & Performance to lead initiatives that strengthen employee capability, operational quality, and customer experience across Servicing.

The role may oversee Training, Knowledge Management, Instructional Design, Quality Improvement, and related functions, with responsibility for building high-performing teams and delivering measurable results through data-driven leadership.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 5+ years in learning and development, quality assurance, instructional design, or related field.
• 3+ years of progressive leadership experience.

Responsibilities

• Lead, coach, and develop employees within assigned areas.
• Build high-performing, self-directed teams and trusted business partners.
• Oversee design, delivery, and evaluation of learning, quality, and performance initiatives.
• Identify root causes from metrics and drive sustainable improvements.
• Oversee investigation/resolution of complex customer complaints with senior leadership.

Skills

People leadership

Coaching

Strategic thinking

Analytical skills

Stakeholder management

AI literacy

Education

Bachelor’s degree or equivalent

Tools

AI-enabled tools

Job description

American Credit Acceptance is seeking a Manager, Servicing Learning & Performance to lead initiatives that strengthen employee capability, operational quality, and customer experience across Servicing.

The role may oversee Training, Knowledge Management, Instructional Design, Quality Improvement, and related functions, with responsibility for building high-performing teams and delivering measurable results through data-driven leadership.