Manager - Rentals Collections

Zillow

13d•$73,500 - $123,600•Remote

About The Position

The Billing, eCommerce & Payments organization at Zillow Group drives cash flow optimization and financial efficiency across all business units through scalable billing, payments, and collections operations. Our team contributes to Zillow's revenue growth by minimizing payment churn, maximizing collections, and ensuring prudent financial risk management, with a focus on long-term solutions that are automated, scalable, flexible, and cost-efficient. Our Collections team plays a key role in minimizing overdue balances and improving payment performance, partnering closely with Accounting, Finance Operations, and business leaders to ensure sustainable cash flow, reduce payment friction, and deliver an outstanding customer experience. As the Manager, Collections, you will lead a team of collections professionals (including both onshore FTEs and offshore BPO partners) responsible for end-to-end B2B collections activity. You will set the strategic and operational direction for your team, balancing performance management, process optimization, and cross-functional partnership to drive measurable improvements in collections results. Our ideal candidate has a proven track record of independently identifying issues and developing resolutions, a deep understanding of all operational aspects of accounts receivable and cash applications, and a passion for delivering quality outcomes for internal and external partners. Your leadership will directly impact the company's ability to scale, support revenue growth, and deliver a seamless customer payment experience.

Requirements

6+ years of experience in B2B credit and collections, including at least 2 years leading teams or team leads.
Proven track record of driving measurable improvements in key collections metrics, including days overdue, days to pay, and dispute resolution cycle time.
Deep expertise in the full order-to-cash process, including collections operations, cash applications, and accounting for bad debt and sales allowances.
Experienced with collections and financial systems such as Zuora, HighRadius, Salesforce, Workday, Oracle, or SAP, and proficient in Excel and Google Sheets for data management and reporting.
Strong operational focus and a demonstrated ability to build and refine collections workflows.
Comfortable leveraging AI tools to identify and automate manual processes at scale.
Experience managing BPO or offshore vendor relationships, including onboarding, training, and performance oversight.
Balance business acumen with empathy in customer-facing situations and bring significant experience in customer negotiations and issue resolution.
Communicate clearly and effectively across levels, with strong critical thinking, problem-solving, and organizational skills.

Nice To Haves

Transferable skills or related experiences from non-traditional backgrounds are encouraged.

Responsibilities

Lead, coach, and develop a high-performing collections team (onshore FTEs and BPO supervisors), including recruiting, hiring, performance management, career development, and headcount forecasting.
Drive quarterly reductions in past-due AR balances and improvements in days-to-pay; establish, monitor, and report on operational KPIs and OKRs using analytics to identify trends and corrective actions.
Own end-to-end collections operations: account management, escalation handling, status updates, and quality control and auditing across onshore and offshore teams.
Lead onboarding, training, and implementation for BPO partners and systems; maintain process documentation and drive continuous improvement.
Maintain and enforce the corporate credit policy, including monitoring credit reviews and approvals.
Collaborate cross-functionally with Finance, Accounting, Sales, and Customer Success to streamline issue resolution and improve the customer payment journey.
Identify and implement automation and system enhancements using tools such as Zuora, HighRadius, and Salesforce.
Contribute to broader Finance Operations scaling initiatives and conduct monthly collection reviews with each Zillow product team.