# Collections Program Manager

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** New York, NY
**Role:** Finance & Accounting
**Experience:** 3+ years
**Skills:** SQL, Analytics, Program Management, Process Optimization, Automation Tools, Qa Frameworks, Data Analysis, Cross-Functional Collaboration, Change Management, Compliance Frameworks
**Posted:** 2026-04-16

> Owns and evolves collections programs by handling complex cases, designing scalable processes, ensuring compliance, and driving data-informed optimizations to improve recovery rates and customer experience in a fintech environment.

## Job Description

## Responsibilities

- **Casework & Process Expertise**: Own complex and escalated collections cases end-to-end, building firsthand understanding of customer pain points, process gaps, and regulatory nuances to inform program decisions.
- **Program Strategy & Execution**: Design, launch, and manage collections programs aligned with business objectives, regulatory requirements, and customer experience goals.
- **Scaling & Process Optimization**: Identify opportunities to automate, standardize, and scale collections operations—reducing manual effort while improving efficiency and consistency as volume grows.
- **Compliance & Quality Assurance**: Ensure regulatory and policy compliance across all collections activities. Build and maintain QA frameworks—including audits and calibration—to uphold quality standards.
- **Data & Performance Management**: Monitor program performance through analytics, identify trends and areas for improvement, and develop data-driven strategies to optimize outcomes.
- **Cross-Functional Collaboration**: Partner with Product, Engineering, Compliance, and Operations teams to align collections programs with platform capabilities and drive long-term systemic improvements.
- **Documentation & Enablement**: Build and maintain process documentation, playbooks, and training materials that empower the team and reduce knowledge silos.

## Minimum Requirements

- 3+ years of program management experience, with a focus on operational process design, implementation, and scaling.
- Willingness and ability to perform hands-on casework alongside program responsibilities.
- Strong analytical skills with the ability to use data to drive decisions and measure impact.
- Proven experience delivering cross-functional initiatives and influencing stakeholders without direct authority.
- Excellent communication skills—comfortable conveying complex or sensitive topics to both technical and non-technical audiences.
- Experience managing multiple concurrent projects in a fast-paced, high-growth environment with shifting priorities.

## Preferred Qualifications

- Experience in financial services or fintech, particularly in collections or lending operations.
- Familiarity with automation tools and techniques, including a working knowledge of **SQL**.
- Experience in change management—taking initiatives from conception through scaled execution.
- Background in a compliance-sensitive environment with knowledge of relevant regulatory frameworks.
- Experience designing or managing QA programs, including audit methodologies, scoring calibration, and quality feedback loops.

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