Collections Manager

BILL

13h•$97,200 - $142,500•Remote

About The Position

BILL's Collections and Risk Operations team protects the financial engine that powers hundreds of thousands of small and midsize businesses. The department spans AP/AR Failed Funding, Invoice Financing, and Spend & Expense Credit Collections, and pairs frontline execution with an aggressive automation and AI adoption roadmap. We are hiring a Collections Manager to lead a team of collections analysts. You will own the performance of your direct team: hitting recovery and exposure-reduction targets, coaching analysts to proficiency, and running the operating cadence (queue management, case prioritization, QA, and performance reviews) that keeps the portfolio healthy. You will receive objective-based assignments from department leadership and decide the best approach to deliver, guided by department policy and your own judgment. This is a role for a working leader. You will lead change initiatives as our tooling and automation footprint expands, keep your team aligned with department objectives through periods of ambiguity, and build a culture where high performance and accountability are the default.

Requirements

5+ years in collections, recovery, or credit risk operations, with 2+ years directly managing a team
A track record of leading a team to measurable targets (recovery rates, roll rates, exposure reduction, or equivalent)
Experience hiring, onboarding, and developing junior and mid-level ICs
Comfort making decisions in ambiguous situations with objective-based (not task-based) direction
Working knowledge of collections compliance requirements (e.g., FDCPA, UDAAP concepts) and QA practices
Fluency with CRM/case management systems, spreadsheets, and reporting; comfort adopting AI tooling as a core part of the job
Experience leading teams through process change, automation rollouts, or reorganization

Nice To Haves

Fintech, B2B payments, or commercial credit experience
Experience with Salesforce, Quickbase, or dialer platforms

Responsibilities

Own daily performance of a team of collections analysts: recovery outcomes, exposure reduction, SLA adherence, and quality
Run the team operating rhythm: queue and case assignment, huddles, 1:1s, performance logs, and coaching documentation
Set clear expectations, hold the line on accountability, and manage performance issues directly and early
Hire junior and mid-level analysts for the team; drive selection methodology by assigning interview roles and expectations to panelists
Advise on Individual Development Plans and promote continuous learning across the team
Lead the team through change: new tooling, automation of manual workflows, and evolving processes, translating department strategy into team-level execution
Contribute to strategic initiatives and org design; formulate and oversee detailed project plans, balancing resources and timelines
Partner cross-functionally with Risk, Product, Compliance, and Customer Support to resolve escalations and improve upstream processes
Report on team performance to leadership with accurate, decision-ready data