Collections Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and nurture a global team of Collections Specialists, acting as the main catalyst for team performance and culture.

• Set the benchmark—exemplify the behaviors, quality of work, and customer engagement you anticipate from the team.

• Define clear performance expectations and ensure team members are accountable for achieving collection targets and service standards.

• Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and development planning.

• Cultivate a culture of accountability, professionalism, and ongoing improvement.

• Supervise collection activities for overdue customer accounts, intervening directly in escalated or complex cases.

• Analyze aging reports and collection metrics to pinpoint risks and opportunities; guide the team's focus accordingly.

• Personally handle the most intricate or sensitive customer escalations when necessary.

• Assist and, when needed, lead negotiations for payment plans and account resolution strategies.

• Manage activities related to customer overpayment and credit balance resolutions.

• Oversee month-end closing support activities associated with accounts receivable, ensuring accuracy, timeliness, and adherence to internal control requirements.

• Lead audit support initiatives, supplying documentation, explanations, and remediation assistance as required.

• Ensure consistent adherence to policies, procedures, and documentation standards throughout the accounts receivable function.

• Identify trends and root causes leading to delayed customer payments.

• Collaborate with Billing, Sales, Customer Success, Order Management, and Finance teams to address recurring issues affecting collections and enhance cash forecasting accuracy.

• Suggest and implement process enhancements that mitigate payment delays and improve customer outcomes.

• Develop reporting tools and dashboards to evaluate team efficacy and collection performance.

• Create and sustain scalable collection procedures and best practices.

• Act as a vital partner to internal teams in overcoming customer payment challenges.

• Provide insights on customer behaviors, billing difficulties, and operational issues that impact collections.

• Elevate systemic issues and drive solutions that enhance overall collection outcomes.

⛳️ Requirements

• 5+ years of B2B collections experience, including hands-on management of accounts.

• 2+ years of leadership experience managing a global team of four or more.

• Demonstrated success in developing and enhancing collections teams while remaining closely involved in the work.

• Strong skills in coaching, accountability, and employee development.

• Excellent communication and negotiation skills—effective at both team interactions and direct customer engagements.

• Robust analytical capabilities to identify trends, root causes, and assist with cash flow forecasting.

• Experience utilizing collection, ERP, and reporting systems.

🏝️ Benefits

• Remote-first philosophy

• Flexible paid time off

• Paid parental leave

• 11 Paid holidays per year

• Workplace flexibility

• Affordable health coverage (medical, dental, vision), with 100% of employee-only medical paid

• 401(k) employer contribution to help you plan for the future

• Company-paid life insurance, short-term disability, and long-term disability