• Design, implement and monitor scalable AI systems & workflows (not just manage work) • Drive execution across multi-week customer delivery cycles • Ensure clarity on timelines, dependencies, and ownership across teams • Replace manual status tracking with automated data capture • Create visibility and accountability • Anticipate and surface risks; proactively unblock teams • Drive cross-functional alignment across Customer Success, Product and Engineering teams

• Manage the company’s field inventory including instruments, implants, disposables for the Southeast region • Performs preoperative and postoperative equipment management • Responsible for tracking, replenishing, and inspection of surgical sets and inventory • Ensures assets are properly managed and utilized in the territory • All surgeries are equipped with required needs from an inventory perspective • Works closely with Distributor, Surgeons, and Operating Room Personnel • Partners closely with the Field Operations and Customer Service team of the OEM • Tracks Distributor surgery schedule • Assigns consigned sets and orders loaner sets via Customer Service when appropriate • Responsible for swapping out consigned torque wrenches every 6 months • Manages expiration dates of product • Responsible for tracking replenishment • Coordinates and leads yearly field audit • Sets up and manages local courier requests • Maintains a knowledge base of instrument and implant systems through OEM Spine education training programs • Adheres to procedures for troubleshooting and maintenance of products • Analyzes and resolves both routine and non-routine product issues expediently • Provides on-call service and support when required

• Manage and optimize cloud and technology tool costs, with a focus on AWS • Manage and renew technology contracts, identifying risks, inefficiencies and optimization opportunities • Create and maintain dashboards and reports for costs, efficiency and unit economics • Identify, propose and track savings opportunities (rightsizing, Savings Plans, reservations/Reserved Instances, committed use, etc.) • Partner with SRE and Engineering to execute technical cost-optimization actions • Manage and optimize costs of SaaS tools and platforms • Support strategic decisions by presenting technical and financial trade-offs • Develop FinOps processes: forecasting, budgeting, showback/chargeback and accountability • Promote a culture of cost ownership within technical teams

Role Description At Félix, we're revolutionizing remittances and financial services for Latin immigrants in the United States. Our SNPL (Send Now, Pay Later) product is growing fast, and as we expand the loan book and underwrite into new segments, our collections operation is the lever that keeps unit economics healthy. This is not a typical call-center role. As a Customer Operations (Phone Collections Agent), you will be the human side of our recovery process — managing outbound contact across phone, SMS, and email to help customers stay on track with their loan commitments. Based in Mexico, you'll work directly with U.S.-based Latin immigrant borrowers, balancing empathy with recovery goals and using Félix's data tools to prioritize the right account at the right moment. This role launches ahead of our auto-dialer rollout (Aug 2026) and AI-agent rollout (Sep 2026). You'll help define the manual playbooks, scripts, and SLAs that the dialer-era team will inherit — your fingerprints will be on how Félix collects for years to come. Responsibilities - Outbound Collections — Phone (Primary Channel) - Execute outbound collection calls on delinquent accounts. - Manage the full negotiation cycle: ID verification, regulatory disclosures (Mini-Miranda / FDCPA / NACHA), Statement of Facts, and securing Promises to Pay. - Apply active listening to understand each customer's situation; offer viable payment plans, extensions, and partial-payment arrangements. - Document every interaction with users accordingly and follow operational guidelines. - SMS & Email Follow-Up - Send compliant, templated SMS and emails reminders (post-call confirmations, missed-promise nudges, due-date reminders). - Respond to inbound SMS replies and email inquiries from accounts in collections. - Inbound Collections Activities (Mixed Coverage) - Take inbound calls and messages from customers responding to outbound contact. - Resolve questions about balances, payment dates, payment methods, extensions, and promise status. - Compliance & Fraud Prevention - Operate strictly within applicable U.S. consumer collections regulations (FDCPA, TCPA for outbound contact and SMS, NACHA for ACH-related conversations). - Recognize and escalate fraud patterns, identity-theft signals, and disputed accounts. - Apply AML / KYC fundamentals in daily operations. - Operational Excellence - Consistently hit or exceed key collections KPIs: Right Party Contact rate (RPC), Promise Success Rate (% of promises kept), Collections Efficiency by bucket. - Handle multiple concurrent conversations across phone, SMS, and email. - Contribute to 24/7 service continuity in a fast-paced fintech environment. Qualifications - Minimum 1–2 years of experience in collections, debt recovery, customer operations, or analyst roles within Fintech, Banking, BPO, or Remittance. - Proven track record against demanding collections KPIs (RPC, Promise Success, AHT, Quality Score). - Familiarity with U.S. consumer collections regulations (FDCPA, TCPA) — or strong aptitude and willingness to learn fast. - Intermediate/Advanced English (oral and written). - Comfortable on the phone for the majority of your shift — this is not a chat-first role. - Hands-on with CRM and ticketing tools. - Comfortable using data dashboards to prioritize accounts. - Genuine empathy — these conversations involve real financial stress; you treat each user with the care and precision they deserve. - Ability to recalibrate quickly between difficult interactions; resilience is a core competency for this role. - Full availability for rotating shifts (morning/afternoon), weekends, and operational peaks (holidays / high season). Requirements - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. Benefits - $18,500 MXN gross monthly. - Performance bonus tied to collections KPIs (RPC, Promise Success, $ recovered). - Opportunities for development and growth in a dynamic Fintech environment. - IMSS, Infonavit, and all benefits of Mexican Law. - Medical Service. - Access to unlimited Udemy licenses. - 100% remote work environment.