Senior Warranties Manager

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 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. #LI-RA1 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