Collections Operations Manager

Responsibilities

The Collections Operations Manager will lead and scale the U.S. consumer-lending collections function by developing data-driven repayment strategies and optimizing operational workflows. They will also architect the collections technology stack and ensure full compliance with federal and state regulations.

Requirements

Candidates must have at least 5 years of experience in B2C collections with a strong background in strategy and operational leadership. Professional fluency in both English and Spanish is required, along with deep knowledge of U.S. collections laws such as FDCPA and TCPA.

Skills

• Collections strategy
• Consumer lending
• Portfolio management
• Data-driven decision making
• Operational leadership
• Compliance
• FDCPA
• Regulation F
• TCPA
• Vendor management
• Fintech
• Bilingual
• Spanish
• Risk management
• Process automation
• Strategic planning

Benefits

• Stock options
• Performance bonus
• Health insurance
• Dental insurance
• Vision insurance
• Unlimited PTO
• Paid parental leave
• Continuous learning opportunities

About this role

About Us

At Félix [https://felixpago.com/], we are building the indispensable financial
companion for Latinos in the US. We combine an AI-powered, conversational-first
interface with real-time financial infrastructure to make cross-border money
movement as easy as sending a text. Starting with fast, affordable remittances
powered by AI and crypto rails, we are expanding into credit, savings, and
wallet services to support the complete immigrant financial journey. Our
ambition is to deliver a white-glove financial experience with the simplicity of
a conversation to a community the traditional financial system has historically
overlooked.

We are a hyper-growth Series C company, backed by over $300 million in funding
from top-tier global investors, including Andreessen Horowitz, QED, Castle
Island, Switch Ventures, HTwenty, Monashees, General Catalyst Customer Value
Fund. This isn't just about the numbers; it's a testament to the trust our
investors have in our vision and our team. Additionally, Félix was selected as
an “Endeavor Entrepreneur” and was a recipient of the CrossTech Fintech Startups
Award. 

Joining Félix means you will be part of a team building a legacy, a company that
will outlive us all. This is a rare opportunity to apply your skills to a deeply
meaningful mission—serving a community that has been underserved for too long
because we are obsessed with our customers. We get things done with urgency and
focus, driven by extreme ownership over our impact. We collaborate without ego,
fostering radical transparency and fierce loyalty so we can grow together.
Because we aim for insanely great rather than just good enough, we stay
insatiably curious—always experimenting, building the future today, and
delivering a product that truly makes our users' lives better.

About the role

We're looking for a Collections Operations Manager to own, challenge, and scale
Félix's U.S. consumer-lending collections function. This is a hands-on strategic
leadership role. You'll redesign our collections operating model, develop
data-driven repayment and recovery strategies, implement the technology and
controls needed to scale, and take full ownership of operational performance. As
our credit products expand nationwide, the team will grow with the business.

The ideal candidate combines deep U.S. B2C collections experience with a proven
track record of designing collections strategy and running the people and
systems that execute it. You'll balance portfolio performance, compliant contact
practices, and an empathetic customer experience for a largely Spanish-speaking,
Latino customer base, while working closely with such stakeholders: Credit Risk,
GRC, Product, Data, and Engineering.

Responsibilities

* Own collections strategy and execution: Build and lead our end-to-end
collections operation, from early delinquency through recoveries. Own our
end-to-end collections strategy, from the first days past due through
late-stage delinquency and recoveries. Develop segmentation, treatment
strategies, repayment programs and scalable workflows that improve portfolio
performance and customer outcomes.
* Architect systems and technology: Define and implement our collections
technology stack, including loan-servicing integrations, workflow automation,
digital communications, analytics and third-party solutions. Lead the
selection and rollout of our collections tooling, and decide where AI fits
alongside human collectors. Partner with Engineering and Product on
loan-servicing integrations and workflow automation to build an efficient,
scalable operating model.
* Drive portfolio performance: Own key metrics, use data, experimentation and
continuous optimization to improve results, and share early signals with
Credit Risk when collections performance points to a change in portfolio
quality.
* Embed compliance into operations: Partner with Legal and Compliance teams to
translate applicable federal, state, and banking-partner requirements into
operational policies, system controls, customer-contact strategies, quality
assurance, and audit-ready procedures.
* Build and lead a high-performing team: Establish organizational structure,
performance standards, coaching programs, and vendor-management practices.
Set productivity, effectiveness, and conversation-quality standards and coach
to them.
* Plan for growth under ambiguity: Build capacity and ramp plans as we open new
states, and adjust quickly when volume beats plan.

Requirements

* Proven collections leadership: 5+ years in B2C (consumer) collections and
recoveries, 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. 
* Collections strategist: You have built from scratch or re-designed a
collections strategy, and can walk us through what you changed, why, and what
happened to the numbers.
* Operator of people and systems: You have led collections teams, first-party,
third-party agencies or both, and know what to measure for productivity,
effectiveness and conversation quality. You can tell a good script and a good
conversation from a bad one.
* Working knowledge of U.S. collections rules: You have run an operation under
FDCPA/Regulation F, TCPA and state-level contact rules, and know when to
escalate to Compliance. 
* Systems architecture and automation: Proven ability to evaluate, implement
and optimize collections platforms. Experience selecting and managing
technology vendors and external collection agencies.
* Analytical and strategic capabilities: Strong command of portfolio analytics,
segmentation, forecasting, experimentation and collections economics. Ability
to translate data ...

About Felix Technologies, Inc.

Financial Services · 51-200 employees · headquartered in Remote · founded 2021