Manager, Collections

Accountabilities

• Develop and execute collection strategies designed to improve recovery, minimize delinquency and bad debt, and support broader financial and operational objectives.

• Analyze collection-center performance, including budgets, dollars collected, calls and written activity, write-offs, service metrics, staffing requirements, and other operational measures.

• Evaluate financial and operational results against strategic goals and provide analysis and recommendations to support business cases, new products, projects, and proposals.

• Establish and maintain performance measurement tools, identify process gaps, and implement improvements that increase efficiency and collection effectiveness.

• Lead the development and implementation of collection-center teams, ensuring activities, initiatives, and operational rollouts are executed accurately and on schedule.

• Coach, develop, and motivate collection employees while establishing clear expectations, monitoring performance, and implementing corrective actions when needed.

• Work with training teams to identify development needs and create programs based on operational and performance data.

• Assemble and lead teams focused on improving performance, employee engagement, motivation, and recognition.

• Collaborate with Collection teams, Contact Centers, Field Operations, Information Systems, Revenue Operations, Sales, Regulatory, and other internal stakeholders to develop and document collection processes.

• Manage relationships and initiatives involving external collection agencies, service providers, and other vendors.

• Provide collection expertise and requirements for technology and IT projects, including project sponsorship and implementation considerations.

• Serve as the primary point of contact for special projects within the collection function and coordinate related activities, resources, and deliverables.

• Prepare presentations, communicate operational results and recommendations, and facilitate department-wide updates and meetings.

• Manage the end-to-end collections process for Carrier Access Billing Systems (CABS), including Switched Access, Special Access, and unbundled network elements (UNEs).

• Investigate and resolve complex billing disputes involving Meet-Point Billing agreements, disputed Access Service Requests, circuit disconnect timing, operational lease variances, tariffs, and interconnection agreements.

• Partner with billing auditors and provisioning teams to reconcile discrepancies involving system usage data, circuit inventories, contractual tariffs, and Interconnection Agreements.

• Support evolving business priorities and take on additional responsibilities as operational needs change.

Requirements

• High school diploma or GED required; a bachelor’s degree in business, finance, accounting, operations, or a related field is preferred. Equivalent relevant professional experience may be considered.

• At least 5 years of progressively responsible experience in collections, credit, billing, accounts receivable, revenue operations, or a related field.

• 2–3 years of experience leading employees, including coaching, performance management, training, and achievement of operational objectives.

• Working knowledge of applicable federal and state laws and regulations governing collection activities and practices.

• Strong understanding of financial reporting principles, credit processes, and collections practices.

• Working knowledge of company policies, tariffs, contracts, and interconnection agreements relevant to billing, credit, collections, and dispute resolution.

• Experience managing a union-represented workforce.

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

• Strong analytical skills and the ability to interpret financial and operational data, identify trends and risks, and translate findings into actionable recommendations.

• Demonstrated ability to establish performance metrics, monitor results, and implement corrective actions that improve collections and reduce bad debt.

• Strong leadership and people-management capabilities, including the ability to coach, motivate, develop, and hold employees accountable.

• Strong presentation and communication skills, with the ability to explain operational results, recommendations, and complex information to both technical and nontechnical audiences.

• Strong problem-solving and decision-making skills, particularly when resolving complex billing, account, and collection disputes.

• Excellent organization, attention to detail, documentation, and follow-through, with the ability to manage multiple priorities and deadlines in a changing environment.

• Ability to collaborate effectively across departments and build productive working relationships with diverse stakeholders.

• Sound judgment, discretion, and ability to maintain confidentiality while balancing customer experience with financial objectives.

• Collections or billing experience in telecommunications, broadband, utilities, or another regulated industry is preferred.

• Must be currently authorized to work in the United States for any employer; employer sponsorship is not available for this position.

• Ability to work effectively in a primarily computer-based environment involving extended periods of sitting and regular use of computer, keyboard, mouse, and telephone systems.

Benefits

• Base salary of $80,000–$133,000 annually, depending on experience and qualifications.

• Target annual bonus and quarterly performance bonus opportunities.

• Medical, dental, and vision insurance.

• 401(k) plan.

• Flexible spending account.

• Paid sick leave and paid time off.

• Paid parental leave.

• Training and professional development opportunities.

• Career growth programs.

• Education reimbursement opportunities.

• Fully remote work arrangement.

• Opportunity to lead a significant collections function and contribute to operational and financial improvements.

• Collaborative environment with extensive cross-functional exposure.