The Senior Director of Credit-to-Cash is accountable for the strategy, performance, and evolution of the billing, accounts receivable, cash application, collections, and credit teams that serve a complex network of approximately 7,000 franchisees and more than $1Bn in annual invoicing. This is a high-impact leadership role within the Finance organization requiring equal strength in process transformation and discipline, financial operations, and relationship management. This leader will build trusted relationships across the organization and partner with them to accelerate cash conversion while reducing friction points for both internal and external stakeholders – with a particular focus on increasing use of automation to maximize efficiency. The successful candidate will know when to be firm, when to be flexible and how to protect the company’s financial interests while providing franchisees an exceptional experience.
RESPONSIBILITIES
Team Leadership
- Provide leadership, direction, coaching, and development to the billing, accounts receivable, collections, and credit teams as part of building a high-performing organization.
- Set and clear expectations and create a culture of accountability, professionalism, service and respectful persistence.
- Assess organizational structure, roles, skills, capacity and technology needs as the business evolves.
- Develop succession plans and strengthen leadership capability throughout the function.
- Provide support through periods of change, celebrate wins, and drive team engagement and feeling of inclusion.
Billing & AR Strategy
- Own billing policies, governance, procedures, and internal controls to ensure global consistency and compliance.
- Serve as subject matter expert on franchise billing structures, contractual fee models, and procurement vendor billing.
- Identify operational risks and revenue leakage and implement structural improvements to enhance scalability and financial integrity.
- Partner with Accounting to ensure proper revenue recognition, reconciliations, accruals, and audit readiness.
Collections & Franchisee Relationship Management
- Develop a disciplined, segmented collections strategy based on account risk, aging, payment history, balance, dispute status and strategic relationship considerations.
- Create practical resolution plans for delinquent franchisees, including payment arrangements, dispute resolution and escalation strategies. Ensure that exceptions, payment plans and collection decisions are documented, appropriately approved and consistently monitored.
- Engage directly with franchisees and internal relationship owners on sensitive, complex or high-value accounts.
- Navigate situations in which commercial or operational relationships affect the timing or method of collection. Balance empathy and flexibility with the need to consistently enforce contractual payment obligations.
Portfolio Management, Reporting, and Controls
- Establish and monitor key performance indicators, including aging, days sales outstanding, delinquency rates, collection effectiveness, billing accuracy, dispute cycle time, unapplied cash and bad-debt exposure.
- Provide accurate and actionable reporting on receivables trends, collection forecasts, portfolio risk and significant account developments.
- Support the allowance for credit losses, bad-debt reserves, write-offs and related accounting judgments.
- Maintain effective internal controls and documentation appropriate for a publicly traded company, including compliance with applicable SOX requirements.
- Partner with internal and external auditors and promptly address control observations or process deficiencies.
- Ensure that policies and practices are consistently applied and aligned with contractual, legal and accounting requirements.
Cross-Functional Partnership
- Develop strong working relationships with Franchise Sales, Franchise Operations, Legal, Accounting, IT and other business partners.
- Collaborate with internal stakeholders to align collection strategies with overall franchise business objectives.
- Bring transparency and objectivity to difficult collection decisions while remaining open to relevant commercial and relationship context.
- Communicate effectively with senior executives regarding collection risks, significant exposures and recommended actions.
Qualifications
- At least 15 years of progressive experience in billing, accounts receivable, collections and/or invoice-to-cash operations, including at least 5 years in a senior leadership capacity with demonstrable experience building a high-performing organization.
- Significant experience driving global transformation initiatives, including automation and process standardization, system implementation, and organizational change.
- Demonstrated success managing a large and complex receivables portfolio involving thousands of independently owned counterparties.
- Experience with major ERP, billing, collections and reporting platforms; Oracle Fusion experience is preferred.
- Strong understanding of billing operations, cash application, account reconciliation, credit risk, dispute management, collections and bad-debt accounting.
- Experience working in a publicly traded company or another environment with rigorous financial controls, audit requirements and SOX compliance.
- Proven ability to resolve aged and sensitive receivables while preserving important long-term business relationships.
- Strong analytical capabilities and experience using portfolio segmentation, performance metrics and account-level data to guide decisions.
Salary Range
The salary range for this position is $163,544 - $192,405. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP), as well as annual awards of Choice Hotels International common stock through Choice’s Long-Term Incentive Plan (LTI Plan).
Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:
- Competitive compensation and benefits, including medical, dental, and vision coverage
- Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
- Financial benefits for retirement and health savings
- Employee recognition programs
- Discounts at Choice hotels worldwide
About Choice
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice’s Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice’s Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver
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