Collections Operations 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
The Collections Operations Manager will build and scale Félix's collections function from a small, manual process into a disciplined, data-driven operation. This person will design systems, playbooks, and metrics that improve repayment performance while maintaining Félix's empathetic, user-first approach. They will manage and coach the collections team, implement automation to increase efficiency, and collaborate closely with Product, Data, and Engineering to integrate insights into underwriting and credit policy. The ideal candidate is a structured, bilingual operator with experience creating and optimizing collections processes in fintech or consumer lending environments.

What You'll Do
Design and implement robust systems and processes to ensure our collections operations are repeatable, scalable, and efficient.Collaborate closely with the data team to design and deploy comprehensive dashboards that allow us to accurately measure and monitor collections performance.Drive initiatives to decrease roll rates and improve portfolio health.Take full ownership of our collections operation, overseeing all aspects from strategy to execution.Continuously improve collections operations by standardizing processes and constantly experimenting with new collections tactics and strategies.Train, mentor, and develop our collections team, fostering a high-performing and user-centric culture.Implement automation solutions to increase efficiency and effectiveness within the collections workflow.Collaborate with Product, Data, and Engineering teams to integrate collections insights into underwriting and credit policy.
Requirements
Process Design & Operational Systems Building: Proven experience in designing, implementing, and optimizing operational processes and systems, preferably in a collections or lending environment.Collections Strategy & Performance Management: Strong understanding of collections strategies, segmentation, and best practices for reducing delinquency and improving recoveries. Experience monitoring portfolio-level performance trends and translating insights into action plans.Team Management & Performance Tracking: Demonstrated ability to manage, coach, and develop high-performing teams, with experience in performance tracking and goal achievement.Tooling & Automation Implementation: Experience in identifying, implementing, and leveraging collections tools and automation to drive efficiency.Data & Reporting Literacy: Strong data literacy, with the ability to interpret performance metrics, utilize dashboards, and translate data into actionable insights.Experimentation Mindset: A proactive and experimental approach to process improvement and strategy development. Comfortable testing and iterating on scripts, workflows, and incentives.Bilingual (English and Spanish) with excellent communication skills.Experience in fintech or consumer lending environments is highly preferred.Equivalent competencies in any of the above will also be considered.
Nice to Haves
Experience with specific collections software or CRM systems.Background in credit risk management or underwriting.Proven track record of significantly reducing delinquency rates.Experience in a hyper-growth startup environment.Advanced analytical skills for deep-dive performance analysis.
What We Offer
Competitive salaryInitial stock options grantAnnual performance bonusHealth, dental, and vision plans Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.Continuous learning opportunities Unlimited PTOPaid parental leaveEmpowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer 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.
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