Associate Director, Customer Support and Collections
WHAT WE DO MATTERS:
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success.
You’ll oversee a team of 5-8 direct reports (including frontline managers) and a broader org of ~40+ across disciplines. With a clear focus on team development, process improvement, and delivering world-class customer and vendor experiences, you will partner cross-functionally with Sales, Finance, Enterprise Systems, and Revenue Strategy to ensure outcomes that align with our broader business goals. This role is ideal for a hands-on, people-centric leader who is passionate about coaching managers, streamlining complexity, and championing change.
RESPONSIBILITIES:
Strategic & Operational Leadership
- Lead day-to-day operations across Customer Support, Collections, and Billing/Policy teams supporting the US market from India.
- Act as the strategic leader for the US Collections function , driving accountability and performance across dispute resolution, chargebacks , payment follow-ups, and bad debt management - ensuring healthy cash flow and adherence to internal controls.
- Define and execute against quarterly goals, driving key metrics like , delinquency rate, closure rate, escalation rate, SLA adherence, backlog reduction, and customer satisfaction
Develop and Coach Leaders
- Foster leadership capability by embedding TKWW values into how we lead, how we develop others, and how we show up every day.
- Build a leadership culture that prioritizes inclusion, accountability, and continuous improvement.
Customer Experience & Process Optimization
- Use tools like Salesforce, Netsuite, Gong, and internal CSAT reporting to identify root causes of dissatisfaction and inefficiency—then implement process fixes and training refreshers.
- Collaborate with the Enterprise team to refine ticket routing and automate task triage for scalability.
- Work closely with cross-functional stakeholders across global teams, to align policy execution and financial operations with broader business priorities.
Business Partnership & Transformation
- Align tightly with Sales, Finance, and RevOps to ensure seamless integration between customer support and business operations.
- Contribute to company-wide change initiatives with a focus on operational excellence, vendor satisfaction, and cash flow impact.
SUCCESSFUL CANDIDATES HAVE:
- 8+ years in customer operations, with at least 3+ years in a senior people leadership role overseeing managers.
- Proficiency in English is required.
- Bachelor's degree required.
- Experience leading support and financial ops functions (Collections, Billing, or Policy) at scale—ideally in a B2B, tech-enabled, or marketplace company.
- Exceptional stakeholder management and communication skills, with the ability to influence cross functional peers and Senior Leadership.
- Experience in managing collections processes, optimizing revenue streams, and ensuring accurate financial reporting.
- Strong knowledge of operational KPIs and experience leveraging data analytics to pinpoint operational support challenges/opportunities, as well as drive decision-making and operational performance.
- Proven success building and coaching high-performing, manager-level leaders.
- Role model holding yourself and your team accountable to deliver on your commitments
- Strong people orientation with the ability to inspire and motivate teams.
- Familiarity with tools like Salesforce, Netsuite, Zendesk, or Gong is a plus.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
WHAT WE LOVE ABOUT YOU:
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You Dream Big. You iterate and experiment to drive innovation.
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You Love Our Users. You keep our global community at the center of everything you do.
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You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
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You Hustle Every Day. You favor urgency and own your outcomes.
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You Win Together. People are at the heart of our success and you play as a team.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.
To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice: TKWW processes your personal data as part of the recruitment process, based on the legal basis of executing pre-contractual measures at your request. This means we use your information to assess your application and carry out the necessary steps for a potential employment contract. Only the information strictly necessary for evaluating your application is collected. You can request access, rectification, or deletion of your data. For more information on how we handle your personal data, please refer to our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority.
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