Manager/Senior Manager, Collections

Encore Fire Protection•Pawtucket, RI

6d•Onsite

About The Position

The Manager, Collections is responsible for leading Encore’s collections function during a period of significant organizational growth and transformation. This role directly oversees a team of AR Team Leads, each managing a pod of AR Collectors, and is accountable for driving collections’ performance and reducing Days Sales Outstanding (DSO) across a high-volume, decentralized customer base. This is a high-visibility role with direct impact on Encore’s financial performance. The ideal candidate is an experienced collections leader with a track record of building teams, driving results, and implementing the operational discipline needed to move the needle on aged AR.

Requirements

5+ years of experience in accounts receivable or collections, with at least 2 + years in a management role overseeing a team of collectors or team leads.
Demonstrated track record of driving measurable improvements in DSO, aged AR reduction, or collections recovery in a high-volume environment.
Experience leading collections operations in a decentralized, multi-location, or field services business strongly preferred.
Proficiency with collections management platforms (Esker experience a plus) and Microsoft Office Suite, particularly Excel.
Strong analytical skills with the ability to interpret AR aging reports, identify trends, and translate data into action plans.
Excellent leadership, communication, and interpersonal skills with the ability to motivate and manage a large team through change.
Ability to manage competing priorities in a fast-paced environment and maintain focus on high-impact activities.
Bachelor’s degree in accounting, finance, business, or a related field preferred; equivalent experience considered.

Responsibilities

Directly manage 4–5 AR Team Leads, each overseeing a pod of AR Collectors, providing coaching, accountability, and day-to-day direction.
Set clear performance expectations, monitor individual and team output, and conduct regular one-on-ones and performance reviews.
Drive a culture of urgency, accountability, and continuous improvement across the collections team.
Support onboarding and development of temporary collector staff as the team scales during the aged AR remediation sprint.
Identify high-potential team members and create development opportunities to build long-term bench strength.
Own collections outcomes across assigned customer portfolios, including aged AR reduction, DSO improvement, and overall collections performance.
Monitor collections activity at the pod and individual level; identify underperforming accounts and drive escalation strategies.
Oversee prioritization of collector workloads, ensuring high-balance and high-risk accounts receive appropriate focus.
Manage escalation pathways including customer disputes, promise-to-pay follow-through, lien filing coordination, and agency referrals.
Track and report on weekly and monthly collections KPIs to the Director of Accounts Receivable and senior leadership.
Serve as a key user and process owner within Esker, ensuring collectors follow established workflows and automation is leveraged effectively.
Identify gaps in collector guidelines, escalation procedures, and follow-up cadences; implement improvements in partnership with AR leadership.
Partner with the Manager, AR Operations to align collections activity with billing accuracy, dispute resolution, and customer portal compliance.
Support continuous improvement initiatives targeting invoice quality, dispute root-cause reduction, and collector productivity.
Serve as a senior point of escalation for complex or high-balance customer disputes, coordinating resolution with branch operations and billing teams.
Maintain a customer-first approach throughout the collections process, balancing urgency with relationship preservation.
Ensure collectors document all customer interactions, commitments, and dispute details accurately within Esker.
Prepare and present collections performance reporting to AR leadership, including aging analysis, collection trends, and collector-level scorecards.
Collaborate with branch operations, project management, and finance stakeholders to resolve root causes of non-payment.
Partner with the Director of Accounts Receivable on strategic initiatives including AR transformation, location-level performance improvement plans, and vendor management.