management
Posted May 21Head of Operations Overtime.ai
at Acclaim AI
Remote
Responsibilities
- Lead operational execution across implementations, onboarding, client launches, and production environments
- Establish operational processes, controls, escalation paths, and execution standards across the organization
- Drive accountability across internal teams and external partners to ensure operational consistency and execution discipline
- Maintain operational readiness for platform deployments, workflow changes, and client expansions
- Own deployment execution and operational coordination for collection agencies, healthcare organizations, debt buyers, and servicing clients
- Build scalable onboarding, implementation, and operational support processes
- Ensure operational workflows align with client requirements, staffing models, servicing strategies, and compliance expectations
- Coordinate implementation activities across Product, Engineering, Compliance, Legal, and client stakeholders
- Support audit readiness, documentation standards, complaint escalation management, and operational governance
- Ensure operational teams execute within approved compliance and workflow standards
- Develop operational playbooks, deployment standards, QA processes, workflow governance, and escalation procedures
- Identify operational gaps, servicing inefficiencies, workflow risks, and process breakdowns
- Drive operational improvements focused on scalability, consistency, compliance, and client outcomes
- Coordinate operational testing, release readiness, and production support activities
- Coordinate priorities, dependencies, risks, and operational deliverables across teams
- Ensure product releases and workflow changes can be operationalized effectively in live environments
- Manage relationships with operational leaders, compliance teams, implementation stakeholders, and external partners
- Support issue resolution, operational optimization, and client adoption efforts
- Track operational KPIs including deployment timelines, implementation success, workflow efficiency, client adoption, QA trends, and operational risk indicators
- Deliver operational reporting and execution updates to executive leadership
- Support leadership with operational planning, prioritization, and resource coordination
- Establish repeatable operational processes that scale with company growth What We Offer
- Build technology tied to real operational outcomes â focused on improving recovery performance, lowering operating costs, and creating a better consumer
Requirements
- Increasing regulatory complexity, rising operating costs, and declining effectiveness of legacy outbound models are driving demand for a modern, AI-first approach.
- Overtime.ai (Powered by Acclaim) is THE platform to define this next generationâcombining voice AI, automation, and compliance-by-design to transform how the industry recovers debt while improving the consumer experience.
- This is a start-up leadership opportunity to shape go-to-market strategy, build a category-defining sales motion, and drive revenue in a market ready for disruption. About The Role
- The Head of Operations is responsible for operational execution, client deployment, regulatory coordination, and day-to-day operational management across the Overtime.ai platform.
- This role requires deep operational knowledge of collections, healthcare revenue cycle, first party servicing, and regulated consumer communication environments.
- experience in collections, healthcare revenue cycle, financial services, contact center operations, or other regulated servicing environments
- Strong understanding of debt collection regulations, operational compliance requirements, and consumer communication workflows •
- Experience managing operational teams, implementations, onboarding, and client delivery functions
- Proven ability to operate inside regulated, high-volume servicing environments
- Experience supporting operational audits, governance processes, and escalation management
- Familiarity with AI enabled workflows, conversational AI, automation platforms, or contact center technologies preferred Responsibilities
- Maintain strong working knowledge of debt collection regulations including FDCPA, TCPA, Reg F, state regulations, consent management, disclosures, call handling, and operational controls
- experience across third party collections, healthcare revenue cycle, and first party servicing.
- experience in regulated environments.
- Laptop provided by the company
- This is a beta feature to avoid spam applicants.
Experience
- 15+ years of operational leadership
Benefits
- Receivables management is a $20B+ market at an inflection point.
- 15 days PTO + all federal holidays + 3 sick days
- Health insurance reimbursement (ICHRA) 401(k)
Additional details
- This role ensures the platform is implemented effectively inside regulated collections and receivables environments while maintaining strong operational discipline, compliance alignment, and client outcomes.
- The ideal candidate understands operational risk, compliance expectations, client workflows, and how collection agencies and servicing organizations actually operate day to day.
- The role is highly cross-functional and works across Operations, Compliance, Product, Engineering, Legal, Client Success, and executive leadership teams. Requirements
- Strong project management, organizational, and operational leadership skills •
- Experience coordinating across Compliance, Product, Engineering, Legal, and executive leadership teams
- Ability to manage multiple priorities and operational risks in fast-moving environments •
- Partner closely with Compliance and Legal teams to ensure operational processes align with regulatory expectations and client requirements
- Act as the operational bridge across Operations, Product, Engineering, Compliance, Client Success, Sales, and executive leadership
- Serve as senior operational lead during implementations, client escalations, and strategic deployments
- Surface operational risks, dependencies, and resource needs proactively