The Role
The Operations Manager oversees the rollout of credit lines/cards, identifying operational issues, analyzing user insights, and improving customer experience and efficiency.
Summary Generated by Built In
About PayJoy
PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.
This role
The Operations Manager is responsible for roll out and expansion of granting a line of credit/credit card with phone financing including funnel and bug detection, identifying bugs/pain points and operational issues, and prioritizing fixes with cross-functional teams, and driving improvements based on user insights and quality standards.
Key responsibilities
- Monitor the user funnel and identify drop-off points, friction areas, and blockers that affect conversion or usage of the CL/CC.
- Detects and tracks bugs, pain points, and operational issues, working closely with Product, Engineering, and CX teams to ensure resolution.
- Prioritize fixes and enhancements in collaboration with products based on impact, user insights, and business goals, using structured frameworks.
- Gather and synthesize user insights through research, support feedback, and data analysis to inform continuous improvements.
- Drive operational efficiencies through proposal and execution on initiatives applicable to Customer Experience processes, product ops, chatbots, and any other internal tool.
- Responsible for being the voice of the customer, partnering with Customer Insights, Product, Marketing and Risk to analyze, document, and channel to the corresponding stakeholder, as well as defining a plan to ensure structured ongoing customer learning.
- Reduce card declines by identifying root causes and driving initiatives to improve customer understanding and behavior, in close collaboration with Fraud and Risk teams.
Qualifications
- Bachelor's degree in Economics, Management, Finance, or a related field.
- 5 years of relevant experience in Operations, Logistics, or Project Management, in consumer finance, technology, mobile products, or consulting industry, in a high-growth tech startup environment or a highly intrapreneurial role.
- Proven experience managing global teams and external vendors, and should be comfortable communicating with people across the organization.
- Strategic leadership, process optimization, and cross-functional collaboration to ensure seamless execution of operations, as well as an outstanding customer experience.
- Ability to analyze and interpret complex data sets, make business recommendations based on analysis, and support project execution, experience in BI tools, data analysis, and KPI tracking.
- Ability to identify operational inefficiencies and implement effective solutions.
- Project management skills with a track record of successfully managing projects from initiation to completion.
- Basic knowledge of Zendesk, chatbots, or other tools, as well SQL.
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and fitness perks.
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% Vacation premium
- 13% Saving funds
- $2,000 MXN monthly grocery coupons
- $2,000 MXN monthly restaurant coupons
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
PayJoy Principles
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
Top Skills
Bi Tools
Chatbots
Data Analysis
SQL
Zendesk
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The Company
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.
Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
