Product & Retention Analytics Manager

About Us

At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.

We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and 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 “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.

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. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.

About the role

We are looking for a highly analytical and business-oriented Product & Retention Analytics Manager to lead a multidisciplinary team across Chat, Retention, AI, and Operations.

This role sits at the intersection of Data, Product, and Customer Experience. The ideal candidate will be able to deeply understand the business, map the key drivers and KPIs across the customer journey, identify opportunities and friction points, and translate data into actions that improve conversion, retention, and operational efficiency.

Beyond managing the team, this person will be expected to raise the analytical bar of the organization—bringing structure to complex problems, moving quickly from ambiguous questions to actionable insights, and partnering closely with stakeholders to drive measurable business impact.

What you'll own

Chat & Conversion

• Lead the analytics agenda for the Chat experience, covering both upper and lower funnel and different geographies.
• Partner closely with Product stakeholders to understand and improve the conversion funnel.
• Build and evolve dashboards and analytical frameworks, primarily using Amplitude, to monitor funnel performance and identify opportunities.
• Identify key conversion drivers, drop-offs, and friction points across the customer journey.
• Turn behavioral data into clear product recommendations and experiments.

Retention

• Lead the analytical strategy around user retention and lifecycle behavior.
• Develop a deep understanding of the different friction points users experience throughout their journey.
• Analyze changes in user composition, behavior, and lifecycle mix to understand what is driving retention changes.
• Build frameworks to identify the root causes behind retention increases or declines.
• Partner with Product, Operations, Growth and Fintech teams to prioritize initiatives based on their expected impact.

AI & Conversational Experience

• Develop a data-driven understanding of how users interact with AI-powered experiences.
• Identify where and why conversational experiences break down and how those failures impact conversion and retention.
• Define and monitor key metrics across the conversational funnel.
• Partner with AI/Product teams to identify opportunities to improve the experience through data and experimentation.

Operations

• Build a strong understanding of operator queues, workload, performance, and operational efficiency.
• Develop scalable analytics and tools to monitor operator performance and identify bottlenecks.
• Partner with Customer Experience to improve how operators handle conversations by providing them with better context and actionable information before and during interactions.
• Explore and experiment with operators as a lever for retention and customer experience, measuring their incremental impact through rigorous experimentation.
• Help transition operational analytics from reactive reporting to proactive decision-making.

What you'll do

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