Collections Operations Manager

Felix Technologies, Inc.•San Francisco, CA

13d•$135,000 - $160,000•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 technology and controls, and take ownership of operational performance as the company’s credit products expand nationwide. The team is expected to grow with the business. The candidate will combine deep U.S. B2C collections experience with demonstrated ability to design collections strategy and lead the people and systems that execute it. The role balances portfolio performance, compliant contact practices, and an empathetic customer experience for a largely Spanish-speaking Latino customer base. It works 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 building a collections strategy from scratch or redesigning one, and ability to explain the changes and their results.
Experience leading collections teams, first-party collections, third-party agencies, or both; knowledge of productivity, effectiveness, and conversation-quality measures.
Experience operating under FDCPA/Regulation F, TCPA, and state-level contact rules, with judgment about when to escalate to Compliance.
Ability to evaluate, implement, and optimize collections platforms, including selecting and managing technology vendors and external collection agencies.
Strong command of portfolio analytics, segmentation, forecasting, experimentation, and collections economics; ability to turn data into effective strategies and measurable 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 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

Build and lead the end-to-end collections operation, covering 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 selection and rollout of collections tooling and determine how AI should complement human collectors.
Partner with Engineering and Product on loan-servicing integrations and workflow automation.
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.
Work 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 company enters new states, and adapt when volumes exceed plans.