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San Francisco, California, United States
Hybrid
PayJoy is seeking an experienced and innovative global collections leader to set the strategy and scale up our efforts to help customers successfully manage repayment.
As a global Fintech, we operate at scale across Latin American, Africa, and Asia, serving tens of millions of customers. We are a registered Public Benefit Corporation and balance positive customer benefit with for-profit company scale. This leader will help us fulfill our mission to serve our customers by delivering strong portfolio performance, ensuring fair customer treatment, and building long-term customers relationships and lifetime value.
This is a cross-functional role reporting to the COO and co-founder and will drive meaningful bottom-line impact for the business.
Define and execute PayJoy’s global collections strategy to deliver predictable portfolio performance across diverse markets
Develop segmentation, implementation, and testing capabilities that improve overall repayment, cure rates, cost to collect, and customer lifetime value.
Partner closely with global Marketing, Operations, Credit & Risk, Data Science, Compliance, Product, and Engineering teams to ensure a seamless experience for our customers and leverage each group’s core capabilities.
Select and manage external collections partners where appropriate, establishing rigorous standards for performance, customer experience, compliance, and quality.
Ensure collections practices are fair, compliant, locally appropriate, and aligned with PayJoy’s commitments as a Public Benefit Corporation.
10+ years of experience in consumer collections, credit operations, loan servicing, or a closely related field, including leadership responsibility for strategy and performance.
Proven success managing high-volume, small-balance consumer credit portfolios across multiple countries or distinct markets, ideally serving thin-file or underbanked customers.
Strong analytical and technical judgment, with experience using data, segmentation, automation, and experimentation to improve collections outcomes.
Demonstrated ability to lead cross-functional initiatives and manage external collections partners while maintaining strong compliance and customer-experience standards.
Experience in fintech, digital lending, device financing, or emerging markets is preferred.
Proficiency in Spanish or Portuguese is a plus but not required.
