The Manager, Customer Shared Services, is responsible for leading the day-to-day operations of the Customer Shared Services function, with primary responsibility for Accounts Receivable, Credit, Collections, and Cash Application processes. This role oversees a fully offshore Shared Services team operating within a Business Process Outsourcing (BPO) model and is accountable for delivering high-quality, efficient, and compliant financial operations that support business objectives. This role reports to the Sr Manager, Shared Services alongside the Manager, Supplier Shared Services within the Controller’s organization.

The position serves as a key business partner to Sales, Commercial, Customer Service, and Finance teams, ensuring effective credit risk management, timely collections, process excellence, and strong customer relationships. The Manager drives operational performance, continuous improvement initiatives, and service delivery while leveraging data and insights to support decision-making and achieve organizational goals.

The Manager, Customer Shared Services, establishes and monitors key performance indicators (KPIs), service level agreements (SLAs), and operational metrics while fostering a customer-focused culture and ensuring compliance with company policies and regulatory requirements.

A Day in the Life...

• Lead, develop, and manage a fully offshore Financial Shared Services team, ensuring service levels, performance metrics, and operational objectives are achieved.
• Oversee end-to-end accounts receivable activities including credit management, collections, cash application, dispute resolution, deductions management, and customer account maintenance.
• Partner closely with Sales, Broker, Customer Service, and Finance teams to ensure adherence to credit policies, collection strategies, and customer account governance.
• Monitor customer credit risk and support credit decision-making processes to balance business growth opportunities with financial risk mitigation.
• Establish and maintain processes for managing higher-risk accounts and escalating significant collection or credit concerns.
• Drive the resolution of customer payment issues, disputes, deductions, and account reconciliations through collaboration with internal and external stakeholders.
• Analyze operational and financial performance metrics, identifying trends, risks, and opportunities to improve working capital and cash flow.
• Prepare and communicate periodic reporting and insights to business leaders regarding accounts receivable performance, aging, collections effectiveness, deductions, and credit exposure.
• Ensure compliance with internal controls, company policies, and audit requirements.
• Lead continuous improvement initiatives by leveraging AI, automation, and best practices to drive standardization, optimize processes, improve operational efficiency, and enhance service delivery.
• Support working capital objectives through close partnership with Treasury, Sales and Customer Operations to optimize receivable strategies while maintaining strong customer relationships.
• Partner with cross-functional teams to identify and implement solutions that prevent recurring deductions, payment delays, unearned discounts, and other Order-to-Cash inefficiencies.
• Support month-end, quarter-end, and year-end close activities to ensure accurate financial reporting and timely completion of accounting requirements including variance analysis.
• Establish, track, and communicate key performance indicators (KPIs), service level agreements (SLAs), and operational metrics.
• Foster a culture of accountability, collaboration, customer service excellence, and continuous improvement.

What We Are Looking For:

• Proven experience leading Financial Shared Services, Accounts Receivable, Order-to-Cash, or Credit and Collections functions.
• Strong understanding of end-to-end Order-to-Cash processes, for example, credit management, collections, cash application, dispute management, deductions, and customer master governance.
• Experience driving process improvements, operational excellence initiatives, and service delivery optimization.
• Demonstrated ability to influence and collaborate effectively with cross-functional business partners, for example, Sales, Commercial, Customer Service, Finance, and senior leadership teams.
• Strong analytical and problem-solving skills with the ability to translate data into actionable business insights as well as identify root causes and implement sustainable solutions.
• Experience developing, monitoring, and reporting on KPIs, SLAs, productivity measures, or working capital performance metrics.
• Knowledge of internal controls, risk management principles, and compliance requirements.
• Ability to manage multiple priorities and lead teams in a dynamic, evolving, and continuously improving environment.
• Advanced proficiency in Microsoft Office applications, particularly Excel, with proven ability to manage and analyze large volumes of data.
• Experience with ERP systems including SAP S/4HANA.
• Self-motivated, results-oriented leader with strong organizational skills and attention to detail.
• Excellent leadership, communication, stakeholder management, and relationship-building skills.
• Ability to quickly learn new technologies, processes, and business requirements.

Education:

Bachelor's or University Degree (Required) Master's Degree (Preferred)

Work Experience:

At least 5 Years of Experience

Annual Salary:

$96,200 - $120,200

The base salary range information above serves as a guideline of the position’s typical hiring range.  We value and appreciate what makes you unique and will consider a variety of factors when determining an offer.  These factors include, but are not limited to, your skills and experience, external and internal benchmarks, as well as overall company considerations.  Certain positions may be eligible for short-term and long-term incentive rewards. We also offer a competitive and comprehensive benefits program that supports all aspects of your health and well-being.

Benefits:

• Complete insurance package on Day-1 that includes a plethora of health and wellness programs

• • Health, Dental, and Vision insurance

  • Health savings account

  • Flexible spending account

  • Life and accident insurance

  • Employee assistance program

  • Telehealth services

  • 1:1 health coaching

  • Supportive benefits for all the stages of your life

• 401(k) with up to 6% Company matching; additional potential discretionary match at year-end

• Short-Term Incentive/Performance bonuses

• Flexible scheduling options

• Vacation pay, up to three weeks of time (pro-rated for your first year of employment)

• Holiday pay for 12 holidays

• Career development and growth opportunities

• Tuition/Education assistance programs

• Access to LinkedIn Learning

• Scholarship programs for children of employees

• Parental leave

• Bright Horizons Family Solutions – Back-up care, tutoring, etc.

• Adoption assistance

• Bereavement leave

• Up to $300 fitness reimbursement

• Up to $300 massage reimbursement

• Employee appreciation events

• Employee discounts

• Charitable giving