Associate Director, Customer Support and Collections

Role Overview: As an Associate Director of Customer Support (US Market) at The Knot Worldwide, you will lead and scale the India-based Customer Operations team supporting the entire US customer base. Your role will involve driving operational success, shaping long-term strategy, and fostering a high-performance culture within TKWW's values. You will oversee a team of direct reports and collaborate with various departments to ensure alignment with broader business goals. This role is suited for a hands-on leader passionate about coaching, streamlining processes, and driving change. Key Responsibilities: - Lead day-to-day operations for Customer Support, Collections, and Billing/Policy teams serving the US market from India. - Define and execute quarterly goals to drive key metrics such as delinquency rate, closure rate, escalation rate, SLA adherence, backlog reduction, and customer satisfaction. - Develop leadership capability by incorporating TKWW values into leadership practices and promoting inclusion, accountability, and continuous improvement. - Utilize tools like Salesforce, Netsuite, Gong, and internal CSAT reporting to identify areas for process optimization and training enhancements. - Collaborate with cross-functional teams to refine ticket routing, automate task triage, and ensure policy execution aligns with business priorities. - Partner closely with Sales, Finance, and RevOps to integrate customer support with business operations and contribute to company-wide change initiatives focused on operational excellence. Qualifications Required: - Minimum 8 years of experience in customer operations, with at least 3 years in a senior people leadership role. - Proficiency in English. - Bachelor's degree. - Experience in managing support and financial ops functions at scale, preferably in a B2B, tech-enabled, or marketplace company. - Strong stakeholder management and communication skills. - Expertise in managing collections processes, optimizing revenue streams, and ensuring accurate financial reporting. - Knowledge of operational KPIs and data analytics for driving operational performance. - Proven track record of building and coaching high-performing leaders. - Familiarity with tools like Salesforce, Netsuite, Zendesk, or Gong is a plus.,