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PayJoy

Posted 27 days ago

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Senior Warranties Manager

Mexico CityOn-siteFull-time

AI Summary

Manages the Global Warranties vertical at PayJoy, building and standardizing warranty processes across regions. Leads a team of supervisors, analysts, and BPOs to implement continuous improvement methodologies, minimize costs, and improve customer experience.

About this role

About PayJoy
PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.
This role

  • Manage Global Warranties vertical to build and standardize processes to scale warranties across different regions.

  • Implement continuous improvement methodologies across different verticals to minimize costs and improve CX.

  • Analyze, test, identify and assess potential risks projects that can potentially impact P&L and CX.

  • Determine KPIs / OKRs to improve performance towards a better CX across different channels.

Key Responsabilities:

  • Manage a team of 5+ supervisors, analysts and BPOs to effectively implement continuous improvement methodologies for different verticals, such as Global warranties, and other initiatives that could improve P&L performance.

  • Deeply understands operational structure to identify bottlenecks and improve metrics.

    • Qualifications:

  • Bachelor's degree in business, engineering, finance, or product management.

  • MBA preferred.

  • Lean Six Sigma certifications.

  • Experience in Banking, NeoBanking and/or Fintech industries, within the customer experience, operations, product, and strategy verticals.

  • English C1

    • #LI-AV1

    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 wellness perks.
  • 30 days of Christmas bonus.
  • 20 days paid Vacation.
  • 50% Vacation premium.
  • 13% Saving funds.
  • $2,000 MXN monthly grocery coupons.
  • $2,000 USD annual Co-working Travel perk.
  • $2,000 USD annual Professional Development perk.

    • Skills

    Anti-fraud AIBanking OperationsBPO ManagementContinuous ImprovementCustomer ExperienceData ScienceFintechKPIsLean Six SigmaMachine LearningNeobankingOKRsOperations ManagementP&L AnalysisProduct Management

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