Collections Operations Manager

Felix Technologies, Inc.•New York, NY

5d•$135,000 - $160,000•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 the technology and controls needed to scale, and taking full ownership of operational performance as credit products expand nationwide. The ideal candidate brings deep U.S. B2C collections experience and a track record of designing collections strategies and leading the people and systems that execute them. The role balances portfolio performance, compliant customer-contact practices, and an empathetic customer experience for a largely Spanish-speaking Latino customer base. It collaborates with Credit Risk, GRC, Product, Data, Engineering, Legal, and Compliance stakeholders.

Requirements

At least 5 years of B2C consumer 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 a collections strategy from scratch or redesigning one, and ability to explain the changes and their impact on results.
Experience leading collections teams, first-party collections, third-party agencies, or both.
Knowledge of measures for productivity, effectiveness, and conversation quality, and ability to assess scripts and collection conversations.
Experience operating under FDCPA/Regulation F, TCPA, and state-level contact rules, and knowing when to escalate matters to Compliance.
Ability to evaluate, implement, and optimize collections platforms, including experience selecting and managing technology vendors and external collection agencies.
Strong command of portfolio analytics, segmentation, forecasting, experimentation, and collections economics, with ability to turn data into effective strategies and measurable operational improvements.
Hands-on leadership, strong 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 in the listed areas will also 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

Own and build the end-to-end collections operation and strategy, 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 and determine where AI should be used alongside human collectors.
Partner with Engineering and Product on loan-servicing integrations and workflow automation to build an efficient, scalable operating model.
Own key portfolio metrics and use data, experimentation, and continuous optimization to improve results; share early signals with Credit Risk when collections performance indicates a change in portfolio quality.
Partner with Legal and Compliance to turn 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, establishing organizational 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 opens new states, and adjust plans when volume exceeds expectations.