Collections Manager

Responsibilities

• Manage the daily operations of the collections team, including workload distribution, queue management, and SLA adherence across delinquent accounts spanning corporate cards, payroll, EOR, and subscription billing.
• Coach, develop, and performance-manage a team of Collections Associates, providing regular feedback, handling escalations, and building a high-accountability team culture.
• Serve as the escalation point for complex, sensitive, or high-balance accounts, applying sound judgment on treatment strategies, payment arrangements, and dispute resolution.
• Partner with the Head of Servicing & Collections to develop and refine collection policies, treatment strategies, and standard operating procedures as the team scales.
• Monitor and report on team performance metrics, productivity benchmarks, surfacing trends and recommending adjustments.
• Identify process gaps and operational inefficiencies and drive improvements, working cross-functionally with Risk, Finance, Legal, and Product as needed.
• Contribute to hiring, onboarding, and training as the team grows, helping establish the foundational knowledge and practices that new Associates will build on.

Requirements

• 5+ years of experience in collections, servicing, or accounts receivable, with at least 3 years managing or leading a team.
• Experience working across multiple product types — ideally including credit or lending, payment products, and/or SaaS subscription billing.
• A hands-on, ownership-oriented mindset — this is an early role on a growing team and requires someone willing to do the work, not just direct it.
• Strong coaching instincts and a track record of developing individual contributors and holding teams accountable to performance standards.
• Comfort operating in ambiguous environments where processes are still being defined; ability to bring structure without waiting for it to be handed to you.
• Solid analytical skills with the ability to interpret collections performance data and translate it into operational action.
• Familiarity with regulated collections environments and an understanding of relevant compliance requirements (e.g., FDCPA, state-level regulations).

Nice-to-Haves

• SQL or similar experience.