[Hiring] Vice President, Customer Care Center @Onity

Role Description

The Vice President of Customer Resolutions is a senior leadership role responsible for the strategic direction, operational performance, and transformation of the Customer Resolutions organization within Customer Contact Center Operations. This role oversees resolution-focused contact center functions across multiple servicing locations and channels, with accountability for customer outcomes, regulatory compliance, and operational efficiency.

This role will lead the transformation of Customer Resolutions through agentic AI deployment, intelligent automation, and Lean process design, ensuring customer-centric, brand-worthy borrower experiences while reducing delinquency rates, compressing cure cycle times, and delivering measurable financial returns.

The VP will be the organization’s primary driver of a digitally enabled, data-first operating model with direct accountability for cost-per-cure, right-party contact rates, loss mitigation capture rates, and portfolio-level recovery economics.

Qualifications

• Bachelor’s degree required, master’s preferred.
• 10+ years of senior leadership (with minimum 5+ years in senior roles) in collections, recovery, loss mitigation, or customer resolutions, including multi-site operations and direct ownership of cure rates, loss-mitigation financials, charge-off avoidance, or recovery yield; broad financial services experience preferred.
• Proven leadership of AI and automation initiatives in collections or servicing environments, with hands-on experience as a technology buyer and implementation partner.
• Strong financial acumen in collections economics, including charge-offs, recovery yield, cost-per-cure, reserves, and P&L impact; able to articulate ROI to executives, finance, and client/investor stakeholders.
• Lean Six Sigma certification or equivalent experience, with demonstrated success in value-stream mapping, waste elimination, and cycle-time reduction.
• Customer-centric, analytically strong leader with the ability to manage large, geographically dispersed teams, navigate regulatory requirements, and thrive in fast-paced, changing environments.

Requirements

• Must pass the Company’s Background Screening process prior to beginning employment.
• 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.