Strategic Leader, Servicing Learning & Performance

American Credit Acceptance; Spartanburg (SC); On-site; USD 110,000 - 150,000; Full time

Job summary

American Credit Acceptance in Spartanburg, SC seeks a Manager for Servicing Learning & Performance to lead initiatives strengthening employee capability, quality, and customer experience. You will oversee learning, coaching, QA, and performance improvement while guiding teams through change in a regulated environment.

The role requires 5+ years in learning/quality, 3+ years in leadership, and strong data analysis, stakeholder management, and innovative thinking. Travel may be involved as needed.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Five or more years of progressive experience in learning, development, quality, or related field.
• Three or more years of progressive leadership experience.
• Proven ability to coach, develop leaders, and build high-performing teams.
• Experience leading multidisciplinary teams and analyzing data to drive improvements.
• Experience managing complex customer complaints and escalations.
• Strong leadership, communication, and problem-solving skills.
• Ability to thrive in a fast-paced, regulated environment with evolving needs.

Responsibilities

• Lead and develop employees across assigned functions, fostering accountability and continuous improvement.
• Build high-performing, self-directed teams that partner with leadership and stakeholders.
• Develop leaders through coaching, mentoring, succession planning, and development opportunities.
• Periodically lead one or more functions such as Training, Knowledge Management, or Quality Improvement as needed.
• Partner with Servicing leaders to identify needs and implement data-driven solutions.
• Oversee design, delivery, and evaluation of learning and performance initiatives.
• Analyze metrics and customer feedback to identify root causes and drive improvements.
• Lead change management initiatives to enhance employee performance and customer outcomes.
• Manage sensitive customer complaints with Compliance, Legal, Risk, and senior leadership as required.
• Monitor KPIs and communicate trends and recommendations to leadership.
• Embrace AI-enabled tools to enhance team capability and innovation.

Skills

Leadership

Learning & Development

Analytical

Stakeholder management

AI-enabled leadership

Education

Bachelor's degree

Job description

American Credit Acceptance in Spartanburg, SC seeks a Manager for Servicing Learning & Performance to lead initiatives strengthening employee capability, quality, and customer experience. You will oversee learning, coaching, QA, and performance improvement while guiding teams through change in a regulated environment.

The role requires 5+ years in learning/quality, 3+ years in leadership, and strong data analysis, stakeholder management, and innovative thinking. Travel may be involved as needed.