About the role

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.
You Will Get To:

• 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.

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 $77,400.00 - $123,600.00 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 $73,500.00 - $117,500.00 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

• You bring 6+ years of experience in B2B credit and collections, including at least 2 years leading teams or team leads.
• You have a proven track record of driving measurable improvements in key collections metrics, including days overdue, days to pay, and dispute resolution cycle time.
• You have deep expertise in the full order-to-cash process, including collections operations, cash applications, and accounting for bad debt and sales allowances.
• You are 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.
• You have a strong operational focus and a demonstrated ability to build and refine collections workflows; you are also comfortable leveraging AI tools to identify and automate manual processes at scale.
• You have experience managing BPO or offshore vendor relationships, including onboarding, training, and performance oversight.
• You balance business acumen with empathy in customer-facing situations and bring significant experience in customer negotiations and issue resolution.
• You communicate clearly and effectively across levels, with strong critical thinking, problem-solving, and organizational skills.
• 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.