Collections Manager

Role Overview

• Drive cash performance by developing a high-performing team that owns portfolio outcomes and improves working capital velocity.
• Own and deliver collections KPIs including current %, past due %, aging performance, and forecast accuracy
• Lead collection strategy across a portfolio of $300M+ spanning enterprise, strategic, international, and SMB customers
• Establish clear performance expectations, productivity standards, and accountability routines
• Coach and develop collectors to strengthen negotiation capability, portfolio prioritization, and root cause identification
• Foster an ownership mindset within the team aligned to cash outcomes
• Conduct regular performance reviews and monthly performance deep dives
• Create and manage weekly cash forecasts and actively manage risk to forecast
• Lead weekly past due reviews, establish priorities, and remove barriers to resolution
• Identify payment behavior trends and adjust collection strategies accordingly
• Drive timely resolution of escalations and complex collection issues
• Monitor aging trends and implement strategies to reduce DSO and delinquency risk
• Ensure accurate and consistent commentary, coding discipline, and resolution tracking
• Approve balance adjustments and support month-end close activities
• Improve scalability and efficiency by strengthening policies, governance routines, and process discipline across the collections lifecycle.
• Evaluate and enhance collections policies, procedures, and governance standards
• Identify root causes of delayed payment and implement sustainable remediation plans
• Lead & implement process improvement initiatives that reduce cycle time and eliminate rework
• Standardize collection commentary, coding practices, and performance tracking
• Establish preventative controls that reduce recurring disputes and preventable delays
• Partner cross-functionally with Sales, Billing, Finance, Operations, and Customer Success to improve invoice readiness and reduce friction in the Order-to-Cash process
• Support audit requirements and maintain documentation aligned to internal control standards
• Provide reporting and insights into collection performance trends and improvement opportunities
• Own and oversee the research, resolution, and application of credit memos (CMs)
• Own unapplied cash balances, ensuring timely research, resolution, and application
• Partner closely with the Credit Manager on customer risk assessments, credit exposure, and escalation strategy
• Support bankruptcy ownership, including coordination, documentation, and status tracking
• Ensure collectors own past‑due Sales Order (SO) holds and resolution plans
• Collaborate cross‑functionally (Sales, Billing, Finance, Tax, Operations) to resolve upstream issues impacting collections
• Ensure compliance with internal controls, audit readiness, and collection of governance standards

Requirements

• Minimum 3 years of experience managing an Accounts Receivable or Collections team
• Experience leading teams of 3 or more direct reports
• Demonstrated career progression within Finance or Accounts Receivable
• Solid understanding of B2B collections, and the order to cash process
• Strong ability to collaborate cross‑functionally to resolve complex customer and process issues
• Proven analytical skills with the ability to research issues, identify root causes, and build sustainable remediation plans
• Passionate about the customer (internal & external) experience, improving cash flow and eliminating waste.
• Advanced proficiency in Microsoft Excel; strong working knowledge of MS Office
• Experience managing credit memos, unapplied cash, and customer disputes
• Excellent written and verbal communication skills
• Demonstrate the ability to challenge the status quo and offer informative solutions professionally.
• Make independent and well-informed decisions.
• Ability to multitask and handle competing projects.
• Self-starter that works well under little supervision.

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off