Collections Operations Manager

Felix Technologies, Inc.•Miami, FL

5d•$100,000 - $120,000•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 will redesign the collections operating model, develop data-driven repayment and recovery strategies, implement the technology and controls needed to scale, and take ownership of operational performance as the company’s credit products expand nationwide. The role requires deep U.S. B2C collections experience and a track record of designing collections strategy and managing the people and systems that execute it. The manager will balance portfolio performance, compliant customer-contact practices, and an empathetic experience for a largely Spanish-speaking Latino customer base, collaborating with Credit Risk, GRC, Product, Data, Engineering, Legal, and Compliance. The team is expected to grow with the business.

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 made and their results.
Experience leading collections teams, first-party or third-party agencies, or both, and measuring productivity, effectiveness, and conversation quality.
Working knowledge of U.S. collections rules, including FDCPA/Regulation F, TCPA, and state-level contact rules, and knowing 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, with the ability to translate data into measurable operational improvements.
Hands-on leadership, strong cross-functional 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 selection and rollout of collections tools, determine where AI should be used alongside human collectors, and partner with Engineering and Product on integrations and automation.
Own key portfolio metrics and use data, experimentation, and continuous optimization to improve results; share early indicators of portfolio-quality changes with Credit Risk.
Work with Legal and Compliance to convert 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 and coach to productivity, effectiveness, and conversation-quality standards.
Develop capacity and ramp plans as the company enters new states, and adjust plans when volume exceeds expectations.