Manager, Collections

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Collections based in the United States.

This is a full-time remote leadership opportunity focused on strengthening collections performance and reducing financial loss.

You’ll lead collection strategies, analyze financial and operational data, and identify opportunities to improve recovery and reduce bad debt.

The role combines people leadership, analytics, process improvement, project management, and complex billing dispute resolution.

You’ll guide collection teams through coaching, training, performance management, and clearly defined operational goals.

You’ll also collaborate extensively with teams across billing, revenue operations, sales, technology, field operations, regulatory functions, and external vendors.

The position includes specialized responsibility for carrier access billing and complex disputes involving contracts, tariffs, provisioning, and billing systems.

This role is suited to an experienced collections or revenue operations leader who can turn data into action while balancing financial objectives with a positive customer experience.

• 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…