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PayJoy is a mission-driven Public Benefit Corporation providing secured credit solutions to underserved customers in emerging markets. The company has served over 18 million customers as of 2025 and operates across 8 countries with a focus on financial stability and sustainable growth.
The Collections Tools Analyst will own the day-to-day operations of PayJoy's collections technology stack, transforming it from a maintenance-focused function into an active recovery and cost-efficiency lever. This is a global role responsible for maintaining strategy across all 8 markets where PayJoy operates.
Key responsibilities include:
• Building and configuring Customer.io end-to-end: design collection workflows, messaging sequences, and treatment triggers; resolve configuration issues, data discrepancies, and workflow failures to maintain campaign performance across all markets.
• Designing and maintaining automation workflows: build automated treatment triggers, escalation logic, and contact-sequencing rules; identify manual processes for automation and document all configurations for operational continuity.
• Building and maintaining reliable data ingestion pipelines using SQL and Python to feed customer and account data into Customer.io; ensure data quality and consistency; proactively resolve pipeline failures in collaboration with the Data Analyst and engineering teams.
• Establishing and maintaining EDC (Electronic Data Capture) and external-data integrations; ensure external sources are ingested, validated, and available for tools configuration and analysis; document integration workflows and data dictionaries.
• Piloting, measuring, and rolling out new collections tools including AI-powered solutions such as conversational AI and intelligent contact prioritization; treat each vendor as a measurable agency using BPS, cost, and ROI metrics versus control groups; make data-backed adjustments post-launch to maximize recovery impact.
Success metrics include reliable, accurate, and up-to-date tools and pipelines with strong uptime and data quality; campaign performance improvement targeting +10 basis points while reducing cost-per-contact; and clear measurement of each tool and AI vendor on BPS, cost, and ROI to guide consolidation toward top performers.
QUALIFICATIONS (Required):
• Hands-on experience with Customer.io or equivalent CRM/marketing-automation platform
• Strong SQL skills for data extraction, analysis, and validation
• Experience with workflow-automation tools
• Experience managing data ingestion pipelines and ensuring data quality across integrations
• Proven experience designing and running A/B tests or controlled experiments with clear Treatment vs. Control measurement
• Ability to pilot and configure new tools independently with minimal supervision
• Strong documentation skills and ability to communicate clearly with non-technical, cross-functional stakeholders
• Analytical, detail-oriented, and proactive problem-solving mindset
QUALIFICATIONS (Nice to Have):
• Experience with API integrations and connecting to external data sources (EDCs/third-party providers)
• Background in collections operations across multiple markets (LatAm, South Africa, Philippines), including treatment strategies, DPD segmentation, and agency/assignment logic
• Experience with Databricks or Snowflake
• Experience with Infobip or similar messaging gateways
• Exposure to CDP (Customer Data Platform) concepts and multi-channel contactability
• Experience evaluating AI/ML collections vendors
