PAIR Finance has been setting new standards in digital debt collection since 2016 - data-driven, empathetic and successful. With our AI-based technology, we analyze individual payment situations and design an automated but always personal approach. To support this growth, we are looking for a dedicated Incident & Process Optimization Manager (m/f/d) to join our Operations team.
In this role, you will take full ownership of incident management, ensuring fast resolution of process failures while driving a culture of continuous improvement. Incident Management (Your Priority)
Take full ownership of incident management, from detection to resolution, ensuring process stability and reliability.
Collaborate with Data Engineering: Work closely with the Data Engineering team to maintain and enhance the alert system, suggest new metrics, and revise thresholds for existing metrics to ensure optimal monitoring and response capabilities.
Data-Driven Optimization: Analyze data trends to evaluate business cases and recommend changes that improve recovery rates, customer satisfaction, and cost efficiency.
3–5 years in incident management, process optimization, or business process management in a tech-driven environment (e.g., fintech, SaaS, consulting)
~ Proficiency in SQL for data analysis and root cause investigation.
~ Strong problem-solving abilities with the capability to translate data into actionable insights and communicate them effectively to stakeholders
~ Experience with both project management and stakeholder management
~ Strong communication skills in English (German is a plus)
Hands-on experience with business intelligence (BI) tools such as Grafana, Power BI, or Metabase
Kaizen, Lean, Six Sigma)
Product management experience
Basic Python knowledge
Strong experienced international team to support and mentor you along the way, smooth onboarding process
International team of 30+ nationalities with professionals and experts
Flat hierarchy, transparent and appreciative feedback culture, monthly all hands meetings, annual feedback and evaluation cycle, regular 1-on-1s with your lead
Well-structured onboarding process as well as supportive and welcoming colleagues
Personal learning & development budget as well as German and English language courses
Good salary for your strong performance
Unlimited employment contract, flexible working hours and 28 vacation days for your work-life balance
Company pension plan, partly covered Deutschlandticket (public transport) and access to “Corporate Benefits” voucher platform to ensure your full well-being
Fun company summer and Christmas parties as well as regular team events
This role is based in Berlin, and we have a hybrid working policy. Modern office near Uhlandstraße is complete with fresh fruit, muesli and drinks for a comfortable and enjoyable workplace
Strengthened by one of the most renowned private equity firms in the fintech sector, Pollen Street, as well as partnerships with other investors such as Zalando Payments and finleap, PAIR Finance offers an excellent opportunity to dive deep into and actively shape the fintech industry.
We welcome applications from all qualified individuals regardless of ethnicity, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, or disability.