We are looking for an experienced professional to lead partnerships with our Broadway Support Services business. This leader should improve performance through efficiencies, process improvement and new strategies. As NDR further enhances our services, the ideal candidate would be skilled in all communication channels. Ability to work with senior leaders, partners, and executive leaders to work through integrations, system stand up, and implementing metrics.

 

We’re looking for a highly motivated leader with a proven record of building and optimizing operations. The Director will be responsible for applying skills and knowledge with a disciplined approach to ensure the team meets and exceeds performance objectives while also building efficiencies. The ideal candidate will have proven experience managing offshore teams, implementing operational change, and building culture and accountability across distributed teams, especially through leadership. This position plays a vital role in ensuring our Dominican Republic operations in the Broadway Support Services business becomes a sustainable nearshore model that complements our US operation teams.

 

• Serve as the US based leader for overseas operations.
• Evaluate and establish leadership roles in nearshore operations that will be able to grow the team
• Partner with L&D to design and implement learning modules that will enhance the skillsets of team members
• Monitor KPIs, including call time, conversion, turnover rates, and productivity.
• Collaborate closely with Workforce Management, Finance, Product, and Talent teams to align nearshore operations with strategic goals.
• Act as liaison between DR operations and U.S. leadership to ensure alignment, escalation handling, and performance transparency.
• Ability to travel frequently and be embedded in Domincan Republic for extended periods
• Establish stability and readiness for future growth in near shore operations
• Utilize Salesforce CRM software and other systems to drive improvement to client response times and efficiency.
• Serve as primary POC for general partner inquiries, issues, and escalations – ensuring timely resolutions.
• Interface with Product for enhancements and process improvements.
• Proactively propose changes to strategy, team efficiencies and processes that impact client servicing.
• Partner with senior leaders on Negotiation strategy development and execution.
• Review tactical implications to Negotiation processes to ensure long-term goals and an organization wide view are represented in requirements.
• Manage launch of product enhancements or new product solutions and responsible for product life-cycle management in partnership with key stakeholders within NDR while adhering to compliance, privacy, and risk policies.
• Oversee handful of direct report leaders
• Understand and enforce company and departmental compliance, guidelines, policies, and procedures.
  
• Track and audit team performance with KPI data, analytic comparisons, and SLAs.
• Provide a monthly and quarterly strategy presentations, with data to support observations for team performance, trends, and objectives.
• Build and maintain effective working relationships with stakeholders at all levels of the organization.
• Partner with People Team to resolve employee relations and performance as required.

Education/Experience:

• Bachelor’s degree in Business, Operations, or related field preferred
• 10+ years’ experience in contact center, vendor, or offshore leadership roles and leading high performing teams.
• Proven experience managing large, complex teams and rebuilding organizational structures
• Demonstrated success working across cultures and in international/offshore environments
• Strategic thinker with ability to roll up sleeves and execute
• High emotional intelligence, diplomacy, and interpersonal communication skills.

Required Skills/Abilities:

• Experience standing up new leadership teams in underperforming offshore environments
• History of working with executive stakeholders to implement operational change
• Ability to manage change in a fast-paced, high-visibility environment
• Strong coaching and development skills for mid-level leadership and frontline staff
• Strong analytical skills with the ability to work with data and generate meaningful insights.
• Strong time management skills, with the ability to manage multiple priorities under shifting deadlines in a fast-paced environment.
• Experience implementing new strategies, support models and change management.
• Ability to maintain a professional environment with leaders and team members.
• Ability to multitask in a dynamic environment.
• Ability to travel 25 to 40% for business needs and being onsite at Broadway Support Services.

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position, overtime eligible if classified non-exempt.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $155,000 to $185,000 annually.

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday
  

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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