Customer Experience Manager; CXM; Collections

R Customer Experience Manager (CXM) - Collections (Open)

Location:

Tulsa, OK - W. 7th St.

- Management

How will you CONTRIBUTE and GROW? At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is Hiring for a Customer Experience Manager in Tulsa, OK! We are looking for you !

Comprehensive Family Benefits:
Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance. Support for Parents:
We offer up to 14-week paid child birth benefits to support growing families. Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time. Early Access:
Your benefits start after just 30 days of employment.

The Collections Manager is a key leadership position that oversees a team of CX Supervisors and Customer Experience/Collections Specialists primarily responsible for overdue account management, cash acceleration, and portfolio risk mitigation. The Collections Manager will act as the primary point of contact between regional CX teams, credit/AR teams, and regional leadership regarding collections performance and portfolio aging trends. This position develops and executes strategies to reduce Days Sales Outstanding (DSO), minimize past-due balances, and preserve customer relationships while working closely with the Customer Resolution Manager.

Lead and oversee the regional collections organization, directly managing CX Supervisors and Collections Specialists. Serve as the primary operational liaison between the regional collections team and the Central Division Business Service Center. Communicate cash collection performance, DSO trends, aging account risks, and portfolio strategies regularly to senior executives. Establish team accountability for key performance metrics (e.g., DSO reduction, cash flow targets, aging balance recovery) set by Division leadership.

Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing collections team. Partner cross-functionally with the Customer Resolution Manager, CX Project Manager, and field operations to clear payment roadblocks and streamline the cash collection workflow. Balance firm collection efforts with a customer-centric mindset to protect customer retention and advocacy throughout the payment process.

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• 5+ years leading Back Office, Accounts Receivable, Collections functions, Customer Service in a multi-business unit distribution environment.
• 3+ years motivating, influencing, and leading high-performing teams.

• Strong leadership skills to direct local and virtual teams, aligning with core business values.
• Collaborative ability to connect with and influence leadership across a matrix environment.
• Strategic thinker with strong problem-solving skills focused on cash flow optimization and risk management.
• High proficiency in Google Suite (Docs, Sheets, Slides, Gmail, Meets) and Microsoft Office.
• Experience with SAP and integrated ERP/financial reporting systems is a plus.
• Ability to travel on a periodic basis.

• Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
• Support for Parents:
  We offer up to 14-week paid child birth benefits to support growing families.
• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.
• Early Access:
  Your benefits start after just 30 days of employment.
• Our comprehensive benefits package includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.
• Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees’ dependents, and an Airgas Scholarship Program for dependent children.
• Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic.

We strongly believe a diverse organization opens up opportunities for people to express their talent, both…