AR Manager

About Nabis Nabis is the #1 licensed cannabis wholesale platform in the world with the largest portfolio of cannabis brands, supplying $1B+ worth of cannabis products per year from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation. We're at the forefront of this movement and are building an innovative technology-first platform to scale the entirety of the cannabis industry.

Through dedication to enhancing efficiency, transparency, and customer satisfaction, Nabis is paving the way for sweeping legalization. Our team, backed by Y Combinator and from a celebrity roster of tech luminaries and celebrities, including Door Dash co-founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co-founder Justin Kan, is scaling the cannabis supply chain with technology, and our ultimate goal is to become the largest distributor of cannabis products in the world.

About the Role The AR Manager will oversee operations across both California and New York, working closely with the Senior AR Manager. This is a hybrid role that will directly assist the senior manager, while also learning both state operations in depth. The ideal candidate will be heavily involved in escalations, data report generation, retailer escalations, and solving high-level discrepancies.

This role requires a strong leader with excellent communication, customer relationship, and technical skills who can operate under pressure, adapt quickly to changing policies, and create scalable solutions that work best for all parties — brands, retailers, and distribution — while keeping the company's best interests paramount. Once the AR Manager has built a strong understanding of both New York and California operations, they will step in to assist the Senior Manager as needed, depending on the demand of the business.

Responsibilities
* AR Operations Oversight
* Manage day-to-day AR operations, ensuring timely collections and retailer account management.
* Oversee enterprise retailers with large balances; proactively manage relationships and advise next steps (restrictions, escalations, or senior management advisement).
* Maintain visibility into escalated accounts, unresolved disputes, and applied/unapplied payments.
* Support both California and New York operations as directed.
* CRM Management (Zendesk or similar)
* Oversee CRM workflows for AR, including ticket management and customer inquiries.
* Ensure all open tickets are closed out by the end of each day.
* Team Leadership
* Directly manage a team of 10+ off-shore associates, including two team leads.
* Conduct regular one-on-ones, coaching sessions, and performance reviews.
* Drive continuous improvement and development for AR associates.
* Oversee specialized workflows and distribute workload evenly.
* Specialized workflows include Payment discrepancies, Write-offs, and Phone audits for quality assurance.
* Dispute Resolution & Customer Relationships
* Resolve escalated disputes (short payments, returned checks/ACHs, payment allocation issues).
* Build trust-based relationships with enterprise retailers while protecting business interests.
* Make balanced decisions that drive the best outcomes for Nabis, brands, and retailers.
* SOP Creation, Maintenance & Enforcement
* Create, maintain, and enforce AR standard operating procedures (SOPs).
* Adapt quickly to frequent policy and process changes within Nabis.
* Recommend scalable, pressure-tested solutions that are practical for brands, retailers, and distribution, while prioritizing company interests.
* Reporting & Communication
* Provide clear, detailed updates on account statuses, escalations, and team performance.
* Generate and maintain reports that support escalations and leadership decision-making.
* Maintain high standards of communication across Slack, email, CRM, and internal reporting tools.
* Report directly to the Senior AR Manager overseeing California and New York operations, providing assistance as needed depending on the demand of the business.
* Other duties as…