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About the Role
We are 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 where you will redesign our collections operating model, develop data-driven repayment and recovery strategies, implement necessary technology and controls, 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 stakeholders like 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.
- 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
- 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.
- Experience building from scratch or re-designing a collections strategy.
- Experience leading collections teams, first-party, third-party agencies or both.
- Knowledge of what to measure for productivity, effectiveness and conversation quality.
- Working knowledge of U.S. collections rules: FDCPA/Regulation F, TCPA and state-level contact rules.
- Proven 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 builder with strong cross-functional leadership skills, excellent judgment, and the ability to own strategy through execution in a fast-moving fintech environment.
- Professional fluency in English and Spanish.
- Collections experience with Latino consumers in the U.S., at a fintech or a traditional lender, or a strong personal understanding of the community is preferred.
- Equivalent competencies in any of the above will also be considered.
Skills
- AI
- Crypto
- Credit Risk
- GRC
- Product
- Data
- Engineering
- Loan-servicing integrations
- Workflow automation
- Digital communications
- Analytics
- Third-party solutions
- FDCPA/Regulation F
- TCPA
- Portfolio analytics
- Segmentation
- Forecasting
- Experimentation
- Collections economics
- Cross-functional leadership
Location
- U.S.
Work Type
- Hybrid
Experience Level
- 5+ years in B2C (consumer) collections and recoveries
- 2 years in strategy or operational leadership
Salary/Compensations
- $135,000 - $160,000 USD
Benefits
- Competitive salary
- Initial stock options grant
- Annual performance bonus
- Health, dental, and vision plans
- Flexible hybrid work setup
- Continuous learning opportunities
- Unlimited PTO
- Paid parental leave
- Empowering opportunities for growth in a dynamic entrepreneurial environment
- Equity is a core component of our total compensation package
About the Company
- At Félix, 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.
- 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.
Equal Opportunity
- At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability.
- This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.