Incident & Process Optimization Manager (f/m/d)

Are you ready to change the market?

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. In this way, we not only enable higher repayment rates, but also maintain trust between debtors and our clients. We are currently active in ten European countries and growing fast. 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. You’ll combine analytical expertise and a growth mindset to not only resolve incidents but also optimize processes and workflows for long-term efficiency and scalability. If you thrive in fast-paced environments and are passionate about solving problems and improving processes, this role is for you.

What you can do with us:

Incident Management (Your Priority)

• Own the Process: Take full ownership of incident management, from detection to resolution, ensuring process stability and reliability.

• P roactive Monitoring: Continuously monitor critical business processes and system alerts to identify and address failures before they impact operations.

• Fast Resolution: Drive a culture of urgency and precision in resolving incidents, coordinating cross-functional teams to ensure timely solutions.

• Root Cause Analysis: Investigate incidents to identify root causes and implement preventative measures to avoid recurrence.

• Transparency & Learning: Maintain clear documentation of incidents, resolutions, and lessons learned, turning each incident into an opportunity for improvement.

• 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.

• Reporting & Visibility: Ensure reporting provides visibility into incident trends, resolution times, and process performance. Communicate key findings and results to main stakeholders to maintain alignment and transparency.

Process Optimization (Your Impact)

• Turn Incidents into Opportunities: Use insights from recurring incidents and root cause analysis to identify inefficiencies and prioritize process improvement initiatives.

• Drive Process Automation: Partner with BI, Product, and Tech teams to implement automation solutions that enhance operational efficiency and scalability.

• Data-Driven Optimization: Analyze data trends to evaluate business cases and recommend changes that improve recovery rates, customer satisfaction, and cost efficiency.

• Collaborate for Excellence: Work closely with internal teams and external providers to optimize workflows, ensuring seamless integration and performance.

• Foster a Culture of Improvement: Champion a mindset of continuous improvement across the organization, encouraging proactive problem-solving and innovation.

What you should bring for it:

MUST-HAVES:

• 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.
• Proven ability to ident ify inefficiencies and implement solutions that drive measurable improvements
• A track record of managing incidents with urgency and precision while maintaining a calm, solution-oriented approach under pressure
• 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)

NICE-TO-HAVES:

• Hands-on experience with business intelligence (BI) tools such as Grafana, Power BI, or Metabase
• Experience in process improvement methodologies (e.g., Kaizen, Lean, Six Sigma)
• Product management experience
• Basic Python knowledge
• Experience with AI tools

Transparency, Execution, Ownership, Customer Centricity, Innovation and Integrity are important to us and we at PAIR Finance embody these values. Do you find yourself in these values? Then become part of our team and complement us with your individual motivation and character!

Our offer for you:

• Thriving, financially stable company
• 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

Who is your contact person?

Your contact person for this position is Geneva Brooks . If you have any questions, please contact us directly by email ([email protected]) - we look forward to hearing from you!

For more information about PAIR Finance, please take a look at our website and our careers page .

About us

We are rethinking debt collection with our digital debt collection solution, characterized by our high customer orientation and efficiency standards. By using artificial intelligence, we are combining technology with behavioral science and so we are able to contact customers individually and in a simple way throughout the entire collection process.

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.

PAIR Finance is an equal-opportunity employer. We value a diverse team and an inclusive culture. 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.

For more information about PAIR Finance, visit and and

Do you want to find out more about PAIR Finance and the position? We are happy to answer your questions and also to receive your application!