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Senior Manager, Contact Center Operations (Hybrid)

Enova · Chicago, IL · Operations

Posted Jul 10, 2026 · We last checked this listing on Sep 20, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

Behavioral

Walk me through the different functions you'd be overseeing here, service, application support, loan processing, collections and complaints, and tell me about a time you managed several distinct functions like that at once. How did you keep each one accountable to its own SLAs without losing sight of the whole picture?

whether the candidate has actually run a multi-function operation versus a single queue, and how they think about portfolio-level accountability

Tell me about a time an SLA was slipping and you had to figure out why before it became an executive-level problem. What did you look at first, and what did you end up changing?

root-cause instinct and whether they act before a metric becomes a crisis

Tell me about the largest organizational change you've led in a contact center. What broke during the rollout, and how did you adjust?

real change management experience versus theoretical familiarity with the term

How have you developed department managers or leaders under you into stronger operators? Give me a specific example of someone you grew.

genuine coaching track record at the DM level and above, since this role owns leader development

Tell me about a time you had to convince a P&L lead or a C-level stakeholder to support a plan they were skeptical of. What was the disagreement and how did you resolve it?

executive influence skills and comfort operating without direct authority over peers

Tell me about a presentation you gave to executive leadership that didn't land the way you expected. What did you do differently the next time?

self-awareness and communication skill at the executive level, not just polish

Technical

Describe the data and reporting setup you've built or relied on in a past role to catch problems before they showed up in the monthly numbers. What did that infrastructure actually look like?

depth of experience building or directing analytics infrastructure, not just consuming dashboards

What financial services or banking product experience do you bring, and how has regulatory or compliance pressure shaped how you've run a contact center before?

whether their financial services background is substantive enough for a lending environment with regulatory exposure

Global alignment comes up a lot in this posting. Have you worked with teams or leaders outside the US, and what's different about managing performance consistency across those groups?

actual experience with global operations versus domestic-only claims dressed up as global

Situational

Say your collections team is hitting its numbers but complaints are climbing at the same time. How would you dig into that, and who would you loop in?

whether they understand tradeoffs between functions and know when a metric win might be masking a customer harm

If you were asked to consolidate or restructure two of these functions to cut cost without hurting service levels, how would you approach that decision?

strategic thinking under a real business constraint, and whether they default to headcount cuts or look at process first

What does 'Best Answer Wins' mean to you in practice, and how would you build that kind of culture across teams that don't naturally talk to each other, like loan processing and complaints?

whether they can translate a stated company value into concrete cross-team behavior

How do you decide what to escalate to the Director of Operations versus what you handle and report on after the fact?

judgment about scope of authority and trust in a senior individual contributor to leadership pipeline role

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The full job description

As published by Enova.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. <h4>About the Role:</h4> The Senior Manager, Contact Center Operations is a high-level operations role responsible for the end-to-end performance and long-term strategy of multiple Contact Center functions (Service, Application Support, Loan Processing, Collections and Complaints) across all relevant P&Ls. This position is a key member of the senior leadership team, acting as an organizational architect on functional strategy and operational excellence. The ideal candidate will be focused on driving consistent results, anticipating problems, and cultivating an adaptable, globally aligned culture. This role reports to the Director of Operations. Responsibilities:  <ul> <li>Accountability for Operational KPIs with an emphasis on SLA’s.</li> <li>Help define and execute the strategy and vision for core contact center functions across P&Ls, ensuring all initiatives are fully aligned with executive-level and global business goals.</li> <li>Direct the creation and utilization of sophisticated global data analysis and reporting infrastructure to identify systemic risks, interpret emerging trends, and inform strategic decisions.</li> <li>Develop and engage Operations Leaders, establishing a consistent, high-performing culture of innovation and “Best Answer Wins” across the entire contact center organization.</li> <li>Own and nurture strategic relationships with P&L Leads, stakeholders, and critical support functions (e.g., People Resources, Strategy and Operations, Technology) to drive optimal resource allocation and ensure cross-functional alignment on global performance and objectives.</li> <li>Proactively identify, champion, and lead complex, organization-wide transformation and change management initiatives that build highly sustainable, adaptable, and scalable global operations.</li> <li>Lead internal and external communication for the function, including formal presentations of key performance and strategic updates to the executive team.</li> </ul> <h4>Requirements:</h4> <ul> <li>10+ years of extensive, proven experience in contact center operations management or a similar executive leadership role, with a focus on managing full functional performance and P&L impact.</li> <li>Demonstrated success in leading a function through large-scale organizational change and driving successful business outcomes globally.</li> <li>Exceptional expertise in strategic planning, directing complex data analysis, and developing executive-level strategies to address challenges and capitalize on global opportunities.</li> <li>Highly developed executive communication and presentation skills, with proven ability to influence decisions at the highest levels of the organization.</li> <li>Deep commitment to fostering an inclusive culture and demonstrated success in mentoring and developing leaders at the Department Manager (DM) level and above.</li> <li>Proven ability to build and maintain strategic partnerships with C-level leaders and cross-functional partners.</li> <li>Experience in financial services is required, with experience in banking products and management preferred.  </li> </ul> Compensation: The budgeted annual salary range for this position is $150,000 to $165,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus and restricted stock units. All full-time employees are eligible to participate in Company benefits, described in more detail <a href="https://www.enova.com/culture/#:~:text=Full%2Dtime%20employees%20receive%20medical,and%20dependent%20daycare%3B%20and%20more!">here</a>.<div class="content-conclusion">Benefits & Perks: <ul> <li>Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.</li> <li style="font-weight: 400;">Health, dental, and vision insurance including mental health benefits</li> <li style="font-weight: 400;">401(k) matching plus a roth option (U.S. Based employees only)</li> <li style="font-weight: 400;">PTO & paid holidays off</li> <li style="font-weight: 400;">Sabbatical program (for eligible roles)</li> <li style="font-weight: 400;">Summer hours (for eligible roles)</li> <li style="font-weight: 400;">Paid parental leave</li> <li style="font-weight: 400;">DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)</li> <li style="font-weight: 400;">Employee recognition and rewards program</li> <li style="font-weight: 400;">Charitable matching and a paid volunteer day…Plus so much more!</li> </ul> About Enova Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus™platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions.  Being a values-driven organization is at the core of Enova’s success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova’s values and culture <a href="http://www.enova.com/culture">here</a>.  It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click<a href="https://www.enova.com/ccpa/"> here</a> to review our California Privacy Policy for Job Applicants.</div>

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Senior Manager, Contact Center Operations (Hybrid)

Likely interview questions for this role

Practice this interview out loud.

The full job description

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