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.