: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.We’re seeking a dynamic, results-driven Operations Manager to lead our customer-facing operations in emerging markets and ensure exceptional performance. A key part of InDebted’s growth strategy is continuing to launch into multiple new markets globally. We are looking for an exceptional operational leader to help us launch our customer operations in each market and scale the teams based on growth in each new market.As the Emerging Markets Operations Manager, you will lead the teams managing customer interactions across multiple channels, including email, SMS, live chat, and voice, you will oversee operational execution to meet collections, revenue and margins targets, while maintaining the highest standards of customer experience, SLA adherence and compliance. The manager will support key areas such as workforce planning, resource allocation, agent and team targets, incentivisation, agent performance development, operational efficiency and scaling both onshore and offshore teams to meet growing demands. You will also serve as an escalation point for complex customer issues and build trusted relationships with senior leaders and clients to drive mutual success. You will work closely with the Global Head of Excellence to ensure best practice in agent performance, operational processes, training, and quality assurance.This role requires exceptional analytical skills, an exceptional understanding of the drivers of agent performance, the tools and frameworks that bolster their performance and quality, and the ability to drive continuous improvement initiatives.