The Opportunity
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.
Key Responsibilities
Team Leadership & Development
- 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.
Collections Performance & Execution
- 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.
Process & Technology
- 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.
Customer Engagement & Dispute Resolution
- 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.
Reporting & Cross-Functional Collaboration
- 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.
What You Bring to the Table
- 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.
Beyond the Paycheck
At Encore, we’re all about creating a culture where success is celebrated. We recognize that our work makes people’s lives safer, and we reward those who contribute to our growth. Here’s what you can expect:
- Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
- Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.
- Flexible Dress Code: Upon joining, you’ll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.
- People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.
- Tools for Success: Access to leading-edge web-based productivity tools.
- Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
- Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
- Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.
