Collections Operations Manager

Felix Technologies, Inc.•Miami, FL

10h•$100,000 - $140,000•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 manager 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 Félix expands its credit products nationwide. The role calls for deep U.S. B2C collections experience and a record of designing collections strategy and leading 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. They will work closely with Credit Risk, GRC, Product, Data, Engineering, Legal, and Compliance stakeholders. 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 building or redesigning a collections strategy and explaining the changes, rationale, and results.
Experience leading collections teams, first-party collections, third-party agencies, or both.
Ability to measure productivity, effectiveness, and conversation quality and evaluate collection scripts and conversations.
Working knowledge of FDCPA/Regulation F, TCPA, and state-level contact rules, including knowing 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 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 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 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 and determine where AI should be used alongside human collectors.
Partner with Engineering and Product on loan-servicing integrations and workflow automation.
Own key collections 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 translate federal, state, and banking-partner requirements into operational policies, system controls, 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 Félix enters new states, adjusting plans when volume exceeds expectations.