Collections Operations Manager

Felix Technologies•San Francisco, CA

4d•Hybrid

About The Position

Félix is seeking a hands-on strategic leader to own, challenge, and scale its U.S. consumer-lending collections function. The role will redesign the collections operating model, develop data-driven repayment and recovery strategies, implement scalable technology and controls, and take responsibility for operational performance as credit products expand nationwide. The manager will balance portfolio performance, compliant customer-contact practices, and an empathetic experience for a largely Spanish-speaking, Latino customer base, working closely with Credit Risk, GRC, Product, Data, Engineering, Legal, and Compliance.

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 creating or redesigning collections strategy and explaining the changes, rationale, and results.
Experience leading collections teams, first-party collections, third-party agencies, or both.
Ability to assess productivity, effectiveness, and conversation quality, including distinguishing effective scripts and conversations from ineffective ones.
Working knowledge of U.S. collections rules, including FDCPA/Regulation F, TCPA, and state-level contact rules, and judgment about when to escalate issues to Compliance.
Ability to evaluate, implement, and optimize collections platforms.
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 effective strategies and measurable operational improvements.
Hands-on building approach, strong cross-functional leadership, sound judgment, and ability to own strategy through execution in a fast-moving fintech environment.
Professional fluency in English and Spanish.
Equivalent competencies may 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

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 that 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 selection and rollout of collections tooling, and determine where AI fits alongside human collectors.
Partner with Engineering and Product on loan-servicing integrations and workflow automation to create an efficient, scalable operating model.
Own collections metrics and use data, experimentation, and continuous optimization to improve results; share early signals with Credit Risk when performance indicates a potential 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.
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 business enters new states, and adjust plans when volume exceeds expectations.