Operations Manager (Collections SMB Lending)

About the Role:

We are seeking a hands‑on Operations Manager to own and scale collections and related functions for an SMB lending fintech. This role combines direct execution with the design of disciplined, well‑controlled processes. You will establish the operating rigor, controls, and reporting needed to run a compliant, predictable collections function that can scale.

Key Responsibilities:

● Hands‑On Execution: Actively manage daily collections across all delinquency stages, including direct outreach on complex or high‑balance SMB accounts.

● Process & Controls: Build, document, and enforce end‑to‑end collections workflows, SOPs, approval thresholds, and escalation paths; ensure consistent execution.

● Operating Discipline & Reporting: Own core collections dashboards and KPI definitions (delinquency, roll rates, recovery, PTPs, losses). Establish daily/weekly operating cadences and serve as the single source of truth for performance.

● Compliance & Risk: Partner with Legal and Compliance to implement regulatory and contractual controls, audit readiness, and complaint management.

● Tooling & Automation: Work with Product, Data, and Engineering to improve CRM workflows, payment options, and reporting automation with a focus on accuracy and control.

● Vendor Management: Manage third‑party agencies with clear SLAs, performance monitoring, and quality oversight.

● Workouts & Escalations: Lead SMB‑appropriate payment plans, restructures, and legal escalations while balancing recoveries and relationships.

● Team Build (as you scale): Hire and train staff, instilling a culture of accountability, documentation, and ethical collections.

Qualifications:

● 5+ years in collections, credit operations, or portfolio management within SMB lending or fintech.

● Proven experience building collections processes, controls, and reporting from the ground up.

● Strong understanding of SMB cash‑flow dynamics and credit risk.

● Expert at tooling and technology to automate collections processes

● Working knowledge of U.S. regulations applicable to business lending.

● Highly hands‑on, detail‑oriented operator with strong analytical and judgment skills.

● Clear, concise communicator.

Preferred Experience:

● Experience with SMB products (term loans, lines of credit, MCA, or revenue‑based financing).

● Direct negotiation of workouts, restructures, or settlements.

● Familiarity with collections platforms, CRMs, and BI or dashboarding tools.

● Knowledge of AI and agentic solution for collections

What Success Looks Like (First 6–12 Months):

● Documented, controlled collections processes with clear ownership and approvals.

● Reliable dashboards used in daily and weekly operating reviews.

● Improved recoveries and loss outcomes with reduced operational risk.

● A scalable, disciplined foundation ready for portfolio growth.

Compensation & Benefits:

Competitive salary, equity, and benefits commensurate with experience.

We are an equal opportunity employer and value diversity at our company.