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
