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 design

📌 Product Manager Lead (México)
🏢 Plata Card
📍 México