Product Manager Lead [Collection]

We are looking for a Collections Product Lead to own the end-to-end customer journey across precollections and collections — designing, mapping, and continuously improving how customers move from early signs of risk through delinquency and back to good standing.

This is a product and strategy role. You will sit at the intersection of credit risk, product, data, engineering, operations, and legal, and you will be accountable for how the collections experience is designed and how it performs. You will turn fragmented touchpoints — reminders, messages, calls, payment options, restructuring offers, self-service flows — into coherent, measurable journeys that recover money while keeping customers engaged and treated fairly.

You will work closely with and report to the Head of Collections, and lead a small cross-functional pod.

Challenges that await you:

Build and maintain the end-to-end precollections and collections customer journey across all stages, channels, decision points, and customer touchpoints

Identify friction points, drop-offs, and operational inefficiencies, and redesign journeys to improve recovery performance, customer experience, and cost efficiency

Design and launch proactive precollections strategies, including early-warning communications, payment reminders, and self-service resolution flows

Define collections treatment strategies and customer segmentation across delinquency stages, tailoring communication, offers, and interventions to customer behavior and risk profiles

Own channel orchestration across SMS, WhatsApp, email, push notifications, IVR, and agent interactions, optimizing contactability, engagement, and operational costs

Build and drive the collections product roadmap, prioritizing initiatives based on business impact and key performance metrics

Lead continuous experimentation through A/B testing and champion/challenger approaches to optimize messaging, timing, offers, and customer journeys

Translate business requirements and journey designs into clear product requirements for Engineering, Data, and Operations teams

Partner closely with Risk, Legal, Compliance, Operations, and Engineering stakeholders to deliver scalable and compliant solutions

Define, monitor, and improve key collections metrics, including roll rates, cure rates, recovery rates, contact rates, promise-to-pay performance, cost-to-collect, and customer experience indicators

Build reporting frameworks and performance visibility to support data-driven decision-making across the collections organization

What makes you a great fit:

5+ years of experience in Product Management, Customer Lifecycle, Credit Risk, Collections, Lending Operations, or related domains

Experience within banking, fintech, consumer lending, or other credit-focused businesses; experience in high-growth or digital-first environments is highly preferred

Proven track record of designing, optimizing, and scaling customer journeys with measurable business impact

Strong understanding of collections, servicing, CRM, or lifecycle management processes

Advanced analytical skills with experience working with delinquency, roll-rate, recovery, and segmentation data

Experience designing and evaluating experiments, including A/B testing and performance measurement frameworks

Ability to translate complex business processes and customer journeys into scalable product solutions

Hands-on experience writing requirements and delivering products in collaboration with Engineering and Data teams

Familiarity with collections platforms, CRM and communication tools, or decisioning and strategy systems is a strong advantage

Strong stakeholder management skills with the ability to influence cross-functional teams and senior leadership

Experience leading cross-functional initiatives and coordinating work across Product, Risk, Operations, Legal, Compliance, and Engineering teams

B2 or higher English level for effective communication with an international team

Our ways of working:

Innovative Spirit: A commitment to creativity and groundbreaking solutions

Honest Feedback: valuing open, transparent communication

Supportive Team: a strong, collaborative community

Celebrating Achievements: recognizing our wins together

High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

Relocation support to one of our hubs — Mexico — with assistance for the employee and their family

Flexible work from our office

Healthcare Coverage

Education Budget: Language lessons, professional training and certifications

Wellness Budget: Mental health and fitness activity reimbursements

Vacation policy: 20 days of annual leave and paid sick leave