Billing Operations Manager

TaxRise•Irvine, CA

3d•Onsite

About The Position

The Billing Operations Manager is responsible for leading and scaling the collections function, with a primary focus on recovering past-due accounts, preventing early-stage defaults, and retaining clients through proactive, solutions-oriented outreach. This role owns departmental strategy, structure, performance management, and cross-functional alignment to ensure consistent collections execution, strong recovery outcomes, and high client retention. You will oversee a team of billing and collections agents, establish clear daily and weekly operating rhythms, and implement structured, agency-informed collections best practices aligned with TaxRise’s client-first values. This role is ideal for a proven operations leader from a collections agency or high-volume financial services environment who brings discipline, accountability, and repeatable processes to a growing organization. This is a 100% on-site position at our Irvine, CA office. We’re all about that in-person energy, collaboration, innovation, and growth happen best when we’re together. If you’re ready to lead a high-performing team in a dynamic environment, we want to meet you.

Requirements

Proven experience leading a large-scale billing and collections operation, preferably within a collections agency or high-volume financial services environment.
10+ years of experience in billing, collections, with 5+ years in an operations or senior leadership role.
Strong background in building structure, processes, and performance frameworks in fast-paced environments.
Experience in financial services, consumer lending, tax relief, or related industries strongly preferred.
Ability to balance aggressive collections performance with client experience and retention goals.
Advanced proficiency with CRM systems (Salesforce preferred), Google Workspace, Excel, and call center platforms (e.g., TalkDesk).
Strong executive-level communication skills with the ability to influence across departments.
Data-driven, process-oriented mindset with a track record of driving measurable operational improvements.
Associate’s degree or higher in Accounting, Finance, Business Administration, or a related field preferred.

Responsibilities

Own end-to-end collections operations, including delinquency management, default prevention, account recovery, and resolution of past-due client balances.
Build and maintain a structured operating model with clear roles, performance expectations, workflows, and escalation paths.
Lead billing and collections agents through goal-setting, coaching, and performance management.
Establish consistent daily and weekly operating rhythms, scorecards, and accountability frameworks tied to individual agent collection rates, dollars collected, and payment plan performance.
Set clear standards for professionalism, compliance, and client-centric communication.
Oversee all collections activity to ensure accuracy, timeliness, and policy compliance.
Drive proactive, high-frequency contact strategies to engage clients who are past due or defaulting on initial payments, with clear expectations around daily contact activity, collection rates, and dollars recovered per agent, helping clients return to current or active status.
Design, launch, and manage email and SMS collections cadences using HubSpot and similar engagement tools to support consistent client outreach and payment plan follow-up.
Implement agency-style collections best practices, including segmentation, call strategies, scripting, and performance benchmarking.
Align billing and collections timing with client case progression and resolution milestones.
Continuously evaluate and refine billing and collections processes to support scale and efficiency.
Own key performance indicators such as daily and weekly collection targets, collection rates, dollars collected, delinquency levels, early-stage default trends, payment plan adherence, cancellation trends, and individual collector productivity.
Deliver weekly and monthly operational reports and insights to senior leadership.
Identify performance gaps and execute corrective action plans at both individual and team levels.
Partner closely with Sales, Quality Assurance, Client Success, and Processing to resolve account issues and improve client outcomes.
Align billing and collections policies with upstream sales practices and downstream servicing workflows.
Act as the senior escalation point for complex client or financial issues.
Drive optimization of CRM and billing systems to improve visibility, reporting, and operational control.
Ensure consistent documentation, call quality, and system notes through regular audits and QA reviews.
Implement and enforce policies that ensure compliance, consistency, and high service standards.