Manager, Rentals Collections

About the team
The Manager, Rentals Collections owns how Zillow collects what the Rentals business is owed. You'll lead a team spanning onshore specialists and offshore partners, set the portfolio strategy and credit policy they work to, and own the measures that say whether it's working - days sales outstanding, aging, days to pay, recovery rate and bad debt.

Rentals receivables have their own shape: high transaction volume, a payer base running from individual landlords to national property management companies, and account relationships that often matter more than any single invoice. This is a role for someone who can hold a commercial line with customers and a credible one with sales, and who would rather fix why accounts go delinquent than chase each one that does.

About the role

• Own Rentals collections performance end to end - days sales outstanding, aging distribution, days to pay, recovery rate, bad debt and write-off levels - and drive quarterly reduction in past-due balances
• Lead, coach and develop a team of specialists and senior specialists alongside offshore partner supervisors, including hiring, performance management and career development, and own the headcount model that forecasts and scales staffing to the portfolio
• Set portfolio strategy and segmentation across a payer base ranging from individual landlords to national property management groups - deciding which accounts get treated how, at what point, and by whom
• Own and enforce credit policy for the Rentals portfolio, including credit reviews and approvals, holds, suspensions and write-off decisions within your authority
• Own the outsourced delivery relationship - onboarding, training, service levels, quality audits across onshore and offshore work, and the division of work between them
• Run monthly collections reviews with each Rentals product team, and partner with sales and customer support on at-risk and high-value accounts, holding a commercial line while protecting the relationship
• Work with Payments Program Management on the upstream causes of delinquency - billing accuracy, payment method friction, dispute handling - and identify automation opportunities across Zuora, HighRadius and Salesforce
• Own your function's month-end deliverables, including reserve and allowance analysis for the Rentals portfolio, with Accounting

This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $94,300.00 - $150,700.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $89,600.00 - $143,200.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field.
• 8+ years of experience in B2B credit and collections or accounts receivable, including at least three years leading teams or team leads, with a record of moving collections metrics rather than only reporting them.
• Deep understanding of the full order-to-cash cycle, including cash application and the accounting treatment of bad debt and sales allowances.
• Hands-on experience with collections and financial systems such as Zuora, HighRadius, Salesforce, Workday, Oracle or SAP, plus advanced Excel or Google Sheets including pivot tables and lookups.
• Experience managing outsourced or offshore vendor relationships, including setting service levels and holding quality standards.
• Experience setting credit or collections policy and applying it consistently under commercial pressure, with the judgment to know when to hold firm and when to protect a relationship.
• Experience using AI tools to automate manual work, and a track record of finding those opportunities rather than waiting to be handed them.
• Familiarity with the rentals or real estate industry preferred; experience with credit scoring systems a plus.
• Or an equivalent combination of education and experience.

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.