Customer Experience Manager (CXM) - Collections

Airgas•Tulsa, OK

44d•Onsite

About The Position

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.

Requirements

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.
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.
Ability to travel on a periodic basis.

Nice To Haves

Experience with SAP and integrated ERP/financial reporting systems is a plus.

Responsibilities

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.