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Sr. Manager, Collection Analytics (R12093)



Data Science
India · Remote
Posted on Wednesday, June 5, 2024


Oportun (Nasdaq: OPRT) is a digital banking platform that puts its 2.2 million members' financial goals within reach. With intelligent borrowing and savings, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $17.8 billion in responsible and affordable credit, saved its members more than $2.3 billion in interest and fees, and helped our members save an average of more than $1,800 annually. For more information, visit


Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.


As a Sr. Manager of Collections Analytics, you will work on analytics, strategy and new capability build for Collections operations and contact centers. You will partner closely with cross functional teams to transform Oportun’s customer engagement capabilities leveraging technology, automation, and analytics. You will help improve customer engagement and resolution rates across multiple channels by leveraging models and analytics to determine optimal servicing strategies across numerous channels (call, two-way SMS, chat) and products (loans & credit cards). This is a highly visible role that will help ensure Oportun continues to meet its credit loss and servicing cost targets, while delivering an excellent customer experience. This is a leadership role; you will work with a team of highly skilled analysts and also help to recruit talent to grow the team over time.


  • Develop automated reporting for Collections & Customer operations
  • Set up new controls and help to automate existing control processes
  • Support with database and new infrastructure and platform migration for the team
  • Optimize contact center goals, incentives, and processes in order to increase customer engagement and operational efficiency, while mitigating credit losses
  • Work with business partners to design and analyze champion/challenger tests
  • Develop a root-cause analysis framework to identify & address reasons for customer calls, driving reduced call center volumes
  • Support capacity planning and staffing forecasts for a rapidly growing Collections and Customer team spread across multiple contact centers
  • Cultivate relationships with Business Leaders across the organization (Inhouse & Outsourced) to gain a broad understanding of data needs – and advise, influence, and win support for strategic data initiatives
  • Gain deep understanding of the collections portfolio and conduct insights driven analytics to identify areas of improvement
  • Partner with Operations team to proactively solve problems
  • Partner with engineering team to build new system enhancements
  • Mentor, lead, motivate and care for members of your analytics team


  • Bachelor’s Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline. Master’s degree preferred.
  • 6+ years of experience in an analytical role in operations and contact centers (financial services preferred); 2+ years of experience managing a team of analysts
  • Advanced SQL skills, experienced with reporting automation tools, and familiar with Python, R, C++, or other tools to analyze large datasets.
  • Advanced Microsoft Excel and PowerPoint skills
  • Exceptional problem solving and analytical skills with the ability to maintain the highest standard of integrity, accuracy, and precision
  • Excellent written and oral communication skills (English and Spanish)
  • Experience managing projects across multiple departments, including the ability to plan, organize and execute the operational aspects of a strategy change
  • Strong interpersonal and relationship building skills needed to manage partnerships with internal teams and external vendors


  • Master’s Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline.

We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

California applicants can find a copy of Oportun's CCPA Notice here:

We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).