[Hiring] Director, Customer Resolutions @Onity

Role Description

The Director of Customer Resolutions is a senior leadership responsible for balancing strategic thought leadership and operational excellence within Customer Contact Center Operations. Reporting to the Vice President, Customer Resolutions, this role leads service delivery across the United States, India, and the Philippines, while also shaping how data, AI, and technology are applied to continuously improve customer outcomes, compliance, and portfolio performance.

The incumbent will advance technology enabled transformation by operationalizing analytics, AI, and automation across resolution workflows. This role will partner with Technology and Data teams to deploy, govern, and scale digital tools that improve agent effectiveness, customer experience, and operational performance.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 8–10 years of experience in the mortgage industry, specifically in call center environments related to collections, recovery, loss mitigation, or customer resolutions, with 3–5 years in leadership roles with increasing levels of responsibility.
• Experience leading multi-site and/or global contact center operations, including offshore delivery models.
• Demonstrated ability to combine operational leadership with strategic thinking and continuous improvement.
• Strong understanding and management of collections and cure economics, operational KPIs, and cost drivers.
• Lean Six Sigma certification or equivalent experience, with demonstrated success in value-stream mapping, waste elimination, and cycle-time reduction is preferred.
• Experience leading analytics-, AI-, or technology-enabled transformation initiatives.
• Working knowledge of US consumer servicing regulatory and compliance requirements.
• Culturally adept leader with strong communication, analytical, and change leadership capabilities.

Requirements

• Must pass the Company’s Background Screening process prior to beginning employment.
• Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Benefits

• Comprehensive benefits package including medical, dental and vision.
• Up to 3% match on 401(k) contributions.
• Generous paid time off.
• Company-paid life, accident and disability coverage.
• Programs for mental, physical and financial wellness.
• Annual bonus based on performance and subject to the terms of the Company’s applicable plans.

Company Description

Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.

At Onity, we strive to earn our customers’ loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported.

We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.

Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.