Collections Operations Manager

Felix Technologies•New York, NY

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 the technology and controls needed to scale, and owning operational performance as credit products expand nationwide. The role balances portfolio performance, compliant customer-contact practices, and an empathetic customer experience for a largely Spanish-speaking, Latino customer base. The manager will work closely with Credit Risk, GRC, Product, Data, Engineering, Legal, and Compliance, and will build and lead the people, processes, systems, and vendor relationships supporting collections. Félix is a hyper-growth Series C company backed by more than $300 million in funding. The company describes its mission as serving an underserved community and emphasizes customer focus, urgency, ownership, collaboration, transparency, curiosity, and experimentation. The position offers a starting base salary typically ranging from $135,000 to $160,000 USD, tailored to experience and skill set. Equity is a core component of total compensation.

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 a collections strategy, with the ability to explain the changes made, rationale, and results.
Experience leading collections teams, first-party collections, third-party agencies, or both.
Ability to measure productivity, effectiveness, and conversation quality and assess the quality of collection scripts and conversations.
Working knowledge of U.S. collections rules, including FDCPA/Regulation F, TCPA, and state-level contact rules, and the ability to identify when to escalate 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 ability, 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

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 and determine where AI can 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 possible change in portfolio quality.
Work with Legal and Compliance to translate 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.
Build capacity and ramp plans as the company opens new states, adjusting quickly when volume exceeds plan.