Director Credit Services

General Purpose

The Director, Credit Services protects the organization’s accounts receivable assets by investigating the financial status of customers and potential customers, approving credit, and leading the credit services team. This role supports the organization’s long‑term strategy by focusing on strong cash flow, prudent credit risk management, and building broad, durable, and mutually profitable relationships for both customers and the company. The Director handles daily exceptional issues with external and internal partners, sets strategic direction and goals for credit services, establishes and enforces credit policy (dollar limits, risk management, etc.),

oversees direct business order‑to‑cash processes—including consolidated invoicing and prompt collections across multiple business units—ensures compliance with corporate financial practices and industry/government laws and regulations, and regularly reports risk and collection trends and issues to upper management.

• Actively works with sales support, sales, and distribution teams to resolve customer issues.
• Analyzes and summarizes financial results and reporting for management.
• Develops and directs action plans to improve results and communicates regularly with upper management and field sales on the strategic implications of customer credit trends and issues.
• Collaborates with Dealers, HMI sales, distribution, and finance teams to understand business needs and find solutions that support customers while managing corporate risk.
• Continuously improves the quote‑to‑cash cycle for better customer service opportunities.
• Analyzes market, economic, industry, and business conditions to adjust credit policies, maximizing opportunities and minimizing financial exposure.
• Leads and motivates the team to world‑class performance in key metrics; responsible for staff training, development, and performance assessment while maintaining professional and technical knowledge.
• Manages existing customer engagements to ensure high levels of customer satisfaction.
• Oversees development and enforcement of credit and collection policies for new and existing accounts, including credit ratings, limits, escalation and exposure guidelines, and approved credit vehicles to minimize risk of losses and improve profitability and cash flow.
• Prioritizes and directs continuous improvement initiatives.
• Identifies opportunities for automation and technology enhancements to improve efficiency, accuracy, and reduce risk.
• Works cross‑functionally across the business and dealer network to align resources and implement initiatives that reduce human struggle and simplify doing business with HMI.
• Ensures internal controls and compliance with corporate financial practices and industry and government laws and regulations (e.g., revenue recognition for delayed invoicing, project accruals, credit card sales, customized direct invoicing, and A/R reserves).
• Leads Miller Knoll Financial Solutions program.
• Performs additional responsibilities as requested to achieve business objectives.

• Bachelor’s Degree in Business, Finance or a related discipline.
• 8‑10 years of progressive responsibilities in a professional financial management and/or credit role; with a minimum of 5 years in a leadership role.
• Experience working with dealer distribution networks and proven cross‑functional leadership team experience is a plus.
• Previous experience and familiarity with project management and process mapping.

• General understanding of relevant industry and government laws in the commercial sector (SEC, GAAP, etc.) and internal controls and compliance requirements.
• Financial literacy and business acumen, including familiarity with ERP and accounting/financial reporting and consolidation systems.
• Integrity, respecting corporate insider knowledge, customer confidentiality, and liability risks.
• Demonstrated experience and results in driving continuous improvement activities and meeting deadlines.
• Strong problem identification and resolution skills.
• Demonstrated leadership competence as defined in Herman Miller’s Leadership Skills and Behaviors.
• Effective…