Position Summary:

The Operations Director leads all skip tracing and recovery forwarding operations at Resolvion’s Atlanta office and is accountable for the site achieving at least 100% of its monthly budget. The role combines hands-on floor leadership with operational strategy, performance improvement and regulatory compliance.

The Operations Director coaches and develops the Floor Managers and Team Leaders who run the floor, manages assignment inventory to balance client results with company profitability, and serves as the site’s senior point of escalation for clients, agents and internal stakeholders.

What Success Looks Like

• Results: The site consistently delivers at least 100% of monthly budget, with results that hold up month over month.
• Skip tracing excellence: Locate quality, hit rates and turnaround improve and stay improved, and the gap between top and average performers closes over time.
• Leadership bench: Floor Managers and Team Leaders are stronger in 12 months than today. Underperformers are coached up or replaced, and strong leaders are ready for the next role.
• Coaching discipline: Coaching happens every week, is documented, and visibly changes behavior and results.
• Compliance: Zero tolerance for compliance shortcuts. Audits are clean, and the site catches and corrects issues before anyone else finds them.
• Client confidence: Clients trust the site to find the answer, and escalations get resolved fast and accurately.

Key Responsibilities

Site Performance and Strategy

• Deliver a minimum of 100% of the Atlanta office’s overall monthly budget, and drive toward continuous improvement beyond it.
• Set a high standard of performance for the site and hold every level of leadership accountable to it.
• Develop and execute site-level operational strategies aligned with company goals, in partnership with executive leadership.
• Actively manage assignment inventory to balance client results expectations, company profitability and staff bonus opportunity.
• Implement systems and processes that improve productivity, locate quality and cost per result.
• Identify and mitigate operational risks before they affect results.

Leadership, Coaching and Team Development

• Be the site’s lead coach. Develop Floor Managers and Team Leaders into strong coaches, and through them raise the skill of every Skip Tracer.
• Conduct monthly scorecard-based reviews of Floor Managers and Team Leaders covering results, coaching quality, strengths, development needs, commitment and leadership. Build development plans, and act decisively when performance does not improve.
• Ensure coaching tools are applied consistently across all teams. Regularly review completed coaching forms for quality, specificity and follow-through, and coach the coach when they fall short.
• Spend meaningful time on the floor: listen to calls, review live work and give real-time feedback.
• Oversee training programs for consistent onboarding, skill development and performance standards, with a focus on advanced investigative technique.
• Recognize and reward top performance. Build a culture of accountability, continuous improvement and open idea-sharing, and champion positive change.
• Build succession. Identify and prepare the next generation of Team Leaders and Floor Managers.

Skip Tracing Quality and Recovery Operations

• Set and enforce standards for elite skip tracing: thorough research, sound use of approved tools and data sources, accurate documentation and consistent results.
• Oversee investigative research using approved skip tracing tools, databases and online resources to locate customers, vehicles and assets.
• Review work product directly. Spot-check files, identify missed leads and weak research, and turn what you find into coaching and process fixes.
• Supervise communications with agents, clients, customers and third parties such as police departments, tow yards and impound facilities.
• Ensure accurate and timely case management in internal systems (Wombat, RDN, RCM, IBEAM).
• Assign and reassign recovery agents strategically based on case status, geography and performance.
• Negotiate recovery-related fees with agents and vendors, and approve agent fees according to client guidelines.
• Oversee review of collateral documentation, including photos, condition reports and VIN verification.
• Oversee voluntary repossession logistics from client authorization through asset pickup.
• Verify supporting documents such as hold harmless agreements, loan documents and title paperwork.
• Monitor impound and storage facilities for asset location, condition and release readiness.

Staffing and Workforce Management

• Maintain staffing levels on the floor that meet client needs, including oversight of PTO and vacation approvals.
• Recruit and select strong performers according to Resolvion’s defined hiring process, and raise the talent bar with every hire.
• Provide coverage and support for teams in the absence of Floor Managers or Team Leaders.

Client and Stakeholder Management

• Ensure adequate client coverage on all accounts at all times.
• Serve as the senior escalation point for client issues and escalated calls, responding with professionalism and accuracy.
• Coordinate with other departments and Resolvion offices to meet company objectives.
• Build and maintain strong relationships with internal and external partners.

Performance Improvement and Reporting

• Establish site KPIs and performance benchmarks, including locate quality, productivity, turnaround, cost, compliance and coaching metrics, and report operational performance to senior leadership.
• Collect and analyze performance data to identify trends and root causes, and present findings and recommendations.
• Assess operational and client-level performance, lead reviews of initiatives that missed expectations, and drive corrective action to closure.

Compliance Responsibilities

The Operations Director is accountable for the Atlanta office operating within all applicable laws and Resolvion’s Security and Compliance policies.

• Ensure site operations comply with the FDCPA, FCRA, GLBA, DPPA, CFAA, CCPA and other applicable federal and state regulations.
• Monitor interactions with consumers, agents and other third parties for regulatory compliance, and take corrective action where needed.
• Ensure consumer data is accessed only with a verified permissible purpose, and that restricted sources are used only with proper authorization.
• Prohibit pretexting, misrepresentation and any deceptive locate practices across all teams.
• Escalate consumer disputes, opt-out and deletion requests to Compliance immediately.
• Consult the Chief Compliance Officer before any contact with a consumer known to have legal representation.
• Protect confidential and personal information and enforce Resolvion’s data handling and information security controls.
• Partner with Compliance on audits, policy updates and staff compliance training.

Required Qualifications

• High school diploma or GED.
• 7+ years of progressive operations experience, including at least 3 years managing managers in a skip tracing, recovery, collections or comparable call center environment.
• Proven record of meeting or exceeding production, revenue and budget targets, with results you can describe in numbers.
• Demonstrated record of coaching and developing leaders, including managers or team leaders you have promoted, turned around or moved out.
• Hands-on knowledge of skip tracing or investigative research: how locates are done, what good looks like, and how to measure it.
• Working knowledge of the FDCPA, FCRA, GLBA and DPPA as they apply to locate and recovery operations.
• Strong analytical, organizational and decision-making skills, with the ability to use KPIs and scorecards to manage performance.
• Excellent written and verbal communication and interpersonal skills, including the ability to deliver difficult feedback.
• Proficiency in Microsoft Office Suite and data analysis tools.

 Preferred Qualifications

• Associate’s or bachelor’s degree in business, operations management or a related field.
• Experience personally working as a skip tracer or recovery specialist before moving into leadership.
• Experience with recovery and case management platforms such as Wombat, RDN, RCM or IBEAM.
• Experience leading performance improvement initiatives using established methodologies.
• Experience building or rolling out structured coaching programs and quality assurance processes.
• Experience negotiating with recovery agents, vendors or tow agencies.
• Experience managing a multi-team site or opening and scaling an operations team.

Working Conditions and Physical Requirements

• Work is performed on-site in a call center office environment at the Atlanta office.
• Requires extended periods of sitting, computer use and telephone communication.
• Occasional extended hours, weekend availability or on-call coverage may be required to meet client needs.
• Occasional travel to other Resolvion offices or client sites.

Job Type:

Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Work Location:

• Hybrid in Tucker, GA

Resolvion is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

This job overview is to serve as a guide. Nothing in this summary changes or is intended to change the at-will relationship with the company. Employment at-will means that an employee or the Company may terminate the employment relationship at any time, for any reason or no reason at all, with or without notice.

Resolvion is an Equal Opportunity Employer M/F/D/V

If you are interested in applying for this position, please submit your resume to HR@resolvion.com.