Own and evolve Affirm's first‑party collections program across agent, digital, and AI channels. Develop strategy, manage BPOs and vendors, monitor portfolio performance, roll out AI and digital servicing, and partner cross‑functionally to improve recoveries, customer outcomes, and operational efficiency.

Manage and optimize the Five9 collections dialer environment and outbound dialing strategies to maximize contact rates, agent productivity, and recovery performance while ensuring regulatory compliance and cross-functional coordination.

Lead a team of Customer Advocacy Associates to resolve complex escalations, own QA, escalations, vendor performance, and operational workflows. Drive cross-functional initiatives, analyze complaint data to identify root causes, improve customer outcomes, and scale processes while ensuring compliance and service-level performance.