Collections Operations Manager

Felix Technologies

4d•Hybrid

About The Position

Félix is seeking a Collections Operations Manager to own, challenge, and scale its U.S. consumer-lending collections function. This hands-on strategic leadership role is responsible for redesigning the collections operating model, developing data-driven repayment and recovery strategies, implementing scalable technology and controls, and owning operational performance as credit products expand nationwide. The role combines U.S. B2C collections expertise with the ability to design strategy and lead the people and systems that execute it. The manager will balance portfolio performance, compliant customer contact, and an empathetic customer experience for a largely Spanish-speaking, Latino customer base. The position works closely with Credit Risk, GRC, Product, Data, Engineering, Legal, and Compliance teams.

Requirements

At least 5 years of B2C collections and recoveries experience, 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.
Experience building or redesigning collections strategy and explaining the changes made and their results.
Experience leading collections teams, first-party or third-party agencies, or both; knowledge of productivity, effectiveness, and conversation-quality measures.
Working knowledge of U.S. collections rules, including FDCPA/Regulation F, TCPA, and state-level contact rules, and knowing when to escalate issues to Compliance.
Ability to evaluate, implement, and optimize collections platforms, and experience selecting and managing technology vendors and external collection agencies.
Strong command of portfolio analytics, segmentation, forecasting, experimentation, and collections economics; ability to translate data into strategies and measurable operational improvements.
Hands-on leadership, cross-functional leadership skills, sound judgment, and ability to own strategy through execution in a fast-moving fintech environment.
Professional fluency in English and Spanish.
Equivalent competencies may be considered.

Nice To Haves

Collections experience with Latino consumers in the U.S., at a fintech or traditional lender, or a strong personal understanding of the community.

Responsibilities

Build and lead the end-to-end collections operation, from early delinquency through late-stage delinquency and recoveries.
Develop segmentation, treatment strategies, repayment programs, and scalable workflows to improve portfolio performance and customer outcomes.
Define and implement the collections technology stack, including loan-servicing integrations, workflow automation, digital communications, analytics, and third-party solutions.
Lead the selection and rollout of collections tools, determine where AI fits alongside human collectors, and partner with Engineering and Product on integrations and automation.
Own collections metrics and use data, experimentation, and continuous optimization to improve results; share early signals with Credit Risk when performance suggests a change in portfolio quality.
Work with Legal and Compliance to translate federal, state, and banking-partner requirements into operational policies, system controls, contact strategies, quality assurance, and audit-ready procedures.
Establish team structure, performance standards, coaching programs, and vendor-management practices.
Set productivity, effectiveness, and conversation-quality standards, and coach the team to meet them.
Develop capacity and ramp plans as the company enters new states, adjusting as needed when volume exceeds forecasts.