Collections Operations Manager

Felix Technologies, Inc.•Seattle, WA

5d•$135,000 - $160,000•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 scalable technology and controls, and take ownership of operational performance as credit products expand nationwide. The successful candidate will bring deep U.S. B2C collections experience and a track record of designing collections strategy and leading 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. The manager will work closely with Credit Risk, GRC, Product, Data, Engineering, Legal, and Compliance, and will build capacity as the business expands into new states.

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, with the ability to explain the changes, rationale, and resulting metrics.
Experience leading collections teams, first-party collections, third-party agencies, or both; knowledge of productivity, effectiveness, and conversation-quality measures.
Working knowledge of FDCPA/Regulation F, TCPA, and state-level contact rules, including knowing when to escalate matters 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 turn data into effective strategies and 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.

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

Own and lead end-to-end collections strategy and execution, 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 portfolio metrics and use data, experimentation, and continuous optimization to improve results; share early signals with Credit Risk when collections performance indicates potential changes 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.
Develop capacity and ramp plans as the company opens new states, adapting as volumes change.