Director, Carrier Billing, Collections

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

📋 Description

• Provide strategic leadership and comprehensive oversight for Ziply Fiber’s collections operations.

• Create and implement collection strategies, operational practices, and performance metrics aimed at minimizing financial loss, decreasing delinquency, safeguarding revenue, and supporting business objectives.

• Analyze trends related to accounts, payments, billing, and disputes.

• Identify risks associated with operations, finance, compliance, and customer experience.

• Lead cross-functional initiatives that enhance collection effectiveness, bolster internal controls, and facilitate scalable growth.

• Conduct planning analyses on strategic objectives, financial outcomes, and business cases for new products, projects, and proposals.

• Review collection center metrics and suggest improvements regarding budgets, amounts collected, calls, write-offs, service metrics, and staffing.

• Lead high-stakes negotiations and establish payment arrangements or settlements for significant delinquent accounts.

• Address and resolve complex issues related to billing, pricing, and contract disputes.

• Ensure adherence to commercial collection laws, corporate compliance standards, and internal auditing measures.

• Build and manage collection center teams, oversee activity status, and ensure timely and effective implementations.

• Design training programs, mentor collection teams, and promote performance and employee recognition.

• Collaborate with Collection teams, Contact Centers, Field Operations, IS, Revenue Operations, Sales, Regulatory, PSC, and external vendors.

• Work alongside Sales and Account Management to balance revenue growth with risk management.

• Oversee relationships with credit insurance firms, third-party collection agencies, liquidators, and other external partners.

• Manage legal proceedings and asset recovery operations as necessary.

• Direct end-to-end CABS collections for Switched Access, Special Access, and unbundled network elements.

• Investigate and resolve disputes related to Meet-Point Billing agreements, disputed ASRs, circuit disconnect timing, and operational lease variances.

• Reconcile inconsistencies among system usage data, circuit inventories, contractual tariffs, and Interconnection Agreements.

• Supervise vendor and outsourced operational partner relationships.

• Assess partner performance and advocate for the implementation and optimization of third-party operational solutions.

• Perform additional duties as necessary to support the business.

⛳️ Requirements

• High school diploma or GED.

• Bachelor’s degree in business, finance, accounting, operations, or a related field.

• At least ten (10) years of progressively responsible experience in Enterprise and Wholesale collections, ASR, LSR, CABS, DPI, credit, billing, accounts receivable, or revenue operations.

• Experience in telecommunications, ISP, MSO, fiber, technology, or a related industry is essential.

• A minimum of five (5) years of experience in a leadership role, including coaching, performance management, training, and achieving operational goals.

• Advanced knowledge of relevant state and federal laws and regulations governing collection activities and practices.

• Strong understanding of financial reporting principles and credit and collections methods.

• In-depth knowledge of company policies, tariffs, contracts, and interconnection agreements related to billing, credit, collections, and dispute resolution.

• Experience in managing third-party collection agencies, service providers, or other external vendors.

• Exceptional presentation skills.

• Capability to effectively communicate operational results, recommendations, and complex information to employees, leaders, and cross-functional stakeholders.

• Ability to build collaborative teams, set clear performance expectations, and guide employees towards individual and organizational goals.

• Proven leadership skills to engage, motivate, and develop employees while fostering accountability and high performance across a large workforce.

• Strong written and verbal communication abilities.

• Capability to provide clear direction, document business processes, and communicate effectively with both technical and non-technical audiences.

• Preferred: Advanced degree in business, finance, accounting, operations, law, or a related field.

• Preferred: Experience in collections or billing within telecommunications, broadband, utilities, or another regulated industry.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401k.

• Flexible spending account.

• Paid sick leave and paid time off.

• Parental leave.

• Target annual bonus.

• Quarterly performance bonus.

• Training opportunities.

• Career advancement and education reimbursement programs.