Product Operations Lead - Collections
Location
USA - Remote
About Nubank
Nubank is one of the largest digital financial platforms in the world, serving over 118 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America — and this is still just the beginning of the purple future we're building. Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human. Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s 1# Most Innovative Company in Finance, and Forbes World’s Best Bank.
Product Operations Team: At Nubank, many things are done from scratch. We understood that to offer the most transparent, fair, and intuitive financial products and services, we had to take apart the building blocks of financial products completely and rebuild them with our customers at the center.
To continue to innovate for our customers we need magical people who can jump from business strategy to program management, to risk assessment, collections regulations and complex cross-team alignment seamlessly!
That's why our Product Operations team was born! A quarter Program Manager, a quarter Business Analyst, a quarter Strategic Advisor, and a quarter… Magic? Product Ops are the ultimate owners of Nubank's operations, ensuring that projects and processes run efficiently.
You can read more about it in our blog and get some insights into how we work.
Responsibilities
- Operational Strategy: Design and execute strategies to support clients throughout their recovery process, ensuring healthy levels of risk, service, and goal achievement by effectively influencing third parties.
- World Class Communication: Ensure clear communication within the team, projects, and overall strategies. Simplify complex regulatory information into practical guidelines for the team. Work with legal and external experts to establish and improve regulatory approaches. Act as the liaison between the Engineering and Regulatory teams, converting regulatory needs into technical tasks.
- Scalability and Integration: Prepare operations for accelerated growth by integrating new products or processes in a controlled manner, ensuring operational stability.
- Day to Day Product Operations: Align the global collections strategy with the local markets through project management, ensuring efficiency, scalability, and coordination between global and local team.
- End to End Prioritization: Owning a roadmap from end to end, evaluating priorities, and assessing ambiguous tradeoffs in a fast-paced environment.
- PMO: Drive the day-to-day operations of the Engineering team whenever required (Scrum Master / Product Owner). You would also contribute to supporting the leadership on the overall governance of the areas enabling the work.
- Reporting: Track and report critical business and SLA/SLO metrics from all the integrations established between teams, across the company or with third parties.
Essential Skills and Experience
- 5+ years of experience in similar roles including previous experience in financial services, credit, and collections.
- Regulatory Expertise: Familiarity with banking and credit card regulations, and the ability to navigate them, interpret information from consultants, and ask the right questions. While deep knowledge of all regulations isn't mandatory, a strong understanding of how to work within a regulated environment is crucial.
- Operational and Project Management Experience: Proven experience in driving day-to-day operations and strong project/program management skills, including scoping and setting ETAs for phases. This role is less about immediate product creation and more about operationalizing and ensuring compliance.
- Technical Acumen: At least some familiarity with technology and a tech background to facilitate integration processes and work effectively with engineering teams. Must also have a genuine curiosity about a technical ecosystem that supports all of our products and willingness to ramp up over time on complex technical topics.
- Communication: Excellent articulation skills and the ability to communicate effectively between domain experts (e.g., legal, compliance) and technical environments. The candidate must be adept at distilling complex topics and regulations into crisp frameworks.
- Adaptability and Flexibility: Ability to thrive in a fast-paced, high-ambiguity environment with significant ownership and impact.
- Problem-Solving: Strong ability to organize beautiful chaos and help teams prioritize broad and robust roadmaps.
- Stakeholder Management: Ability to work closely with various stakeholders including General Managers, Product Directors, and potentially M-team on critical initiatives.