Customer Experience Manager; CXM; Collections

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

Location:

Tulsa, OK - W. 7th St.

- Management

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.

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.

Knowledge, Skills, and Abilities

• 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.

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Benefits

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that 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