About the roleWe're looking for a Collections Operations Manager to own, challenge, and scale Félix's U.S. consumer-lending collections function. This is a hands-on strategic leadership role. You'll redesign our collections operating model, develop data-driven repayment and recovery strategies, implement the technology and controls needed to scale, and take full ownership of operational performance. As our credit products expand nationwide, the team will grow with the business.
The ideal candidate combines deep U.S. B2C collections experience with a proven track record of designing collections strategy and running the people and systems that execute it. You'll balance portfolio performance, compliant contact practices, and an empathetic customer experience for a largely Spanish-speaking, Latino customer base, while working closely with such stakeholders: Credit Risk, GRC, Product, Data, and Engineering.
Responsibilities- Own collections strategy and execution: Build and lead our end-to-end collections operation, from early delinquency through recoveries. Own our end-to-end collections strategy, from the first days past due through late-stage delinquency and recoveries. Develop segmentation, treatment strategies, repayment programs and scalable workflows that improve portfolio performance and customer outcomes.
- Architect systems and technology: Define and implement our collections technology stack, including loan-servicing integrations, workflow automation, digital communications, analytics and third-party solutions. Lead the selection and rollout of our collections tooling, and decide where AI fits alongside human collectors. Partner with Engineering and Product on loan-servicing integrations and workflow automation to build an efficient, scalable operating model.
- Drive portfolio performance: Own key metrics, use data, experimentation and continuous optimization to improve results, and share early signals with Credit Risk when collections performance points to a change in portfolio quality.
- Embed compliance into operations: Partner with Legal and Compliance teams to translate applicable federal, state, and banking-partner requirements into operational policies, system controls, customer-contact strategies, quality assurance, and audit-ready procedures.
- Build and lead a high-performing team: Establish organizational structure, performance standards, coaching programs, and vendor-management practices. Set productivity, effectiveness, and conversation-quality standards and coach to them.
- Plan for growth under ambiguity: Build capacity and ramp plans as we open new states, and adjust quickly when volume beats plan.
Requirements- Proven collections leadership: 5+ years in B2C (consumer) collections and recoveries, including at least 3 years serving the U.S. market and 2 years in strategy or operational leadership. Direct experience with unsecured personal loans, installment lending, credit cards, or comparable portfolios. Demonstrated success building or significantly transforming collections operations.
- Collections strategist: You have built from scratch or re-designed a collections strategy, and can walk us through what you changed, why, and what happened to the numbers.
- Operator of people and systems: You have led collections teams, first-party, third-party agencies or both, and know what to measure for productivity, effectiveness and conversation quality. You can tell a good script and a good conversation from a bad one.
- Working knowledge of U.S. collections rules: You have run an operation under FDCPA/Regulation F, TCPA and state-level contact rules, and know when to escalate to Compliance.
- Systems architecture and automation: Proven ability to evaluate, implement and optimize collections platforms. Experience selecting and managing technology vendors and external collection agencies.
- Analytical and strategic capabilities: Strong command of portfolio analytics, segmentation, forecasting, experimentation and collections economics. Ability to translate data into effective strategies and measurable operational improvements.
- Leadership and execution: A hands-on builder with strong cross-functional leadership skills, excellent judgment, and the ability to own strategy through execution in a fast-moving fintech environment.
- Bilingual: Professional fluency in English and Spanish.
- Collections experience with Latino consumers in the U.S., at a fintech or a traditional lender, or a strong personal understanding of the community is preferred.
- These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
What We Offer- Competitive salary
- Initial stock options grant
- Annual performance bonus
- Health, dental, and vision plans
- Flexible hybrid work setup
- Continuous learning opportunities
- Unlimited PTO
- Paid parental leave
- Empowering opportunities for growth in a dynamic entrepreneurial environment
The starting base salary for this role typically ranges between
$100,000 and $120,000 USD, tailored to experience and skill set. Because we are all owners of Félix, equity is a core component of our total compensation package. Your recruiter will walk you through our complete benefits, health coverage, equity structure, and total compensation details during your first call.
