Senior Collections Manager

The Position

The way we do collections is being rebuilt from the ground up, and we're looking for someone to lead that effort. This is a hands-on role: you'll run the day-to-day recovery of past-due revenue from U.S. customers, build the systems and standards your team works by, and set specific, measurable performance goals they're held to. You're accountable for whether that revenue actually comes back, and for your team executing against goals effectively. This role suits someone who can take a loose, informal process and turn it into something disciplined and repeatable, who is an effective manager while not afraid to roll up their sleeves and get in the weeds, and is comfortable having direct conversations with customers about money owed.

Job Summary 
- Own the full collections cycle — outreach, escalation, and resolution — across all account types (residential, business, and reseller/channel partner).
- Manage a live queue of past-due accounts, prioritized by balance and how overdue they are, not by convenience.
- Structure and track payment plans within approved terms and discount limits.
- Set specific, measurable goals for each collections agent (dollars collected, outreach volume, on-time completion of outreach, reduction in overdue accounts) and hold the team accountable to them.
- Coach their team of agents against those goals, address underperformance directly, and
review the quality of their outreach.
- Build and maintain regular reporting on collections, aging (how overdue accounts are),write-offs, and payment plan status.
- Partner with the Finance team (based in the U.S.) on write-off and exception approvals above standard authority.
- Coordinate with the Customer Success team (account management) on key/enterprise account outreach and final decisions, and with the Customer Care team (customer support) on resolving service issues that are blocking collections, so the process keeps moving rather than stalling.
- Respond to billing disputes, make sure supporting evidence is submitted before deadlines, and track outcomes.
- Bring structure and consistency to the process end to end: replace ad hoc handling with a system the whole team can run, and automate repetitive steps wherever it makes sense.

Are You a Good Fit?
You're comfortable owning a target and being measured against it. You communicate directly and professionally, including in conversations that are naturally a little uncomfortable, like asking customers for money they owe, without damaging the relationship. When something's inconsistent, your instinct is to build a process for it rather than work around it. When something is unclear or not working — a process, a system, a metric — you raise it directly and come with a recommended solution, not just the problem. You're detail-oriented and data-driven, just as comfortable coaching an underperforming teammate as pulling your own reports. You're willing to set clear performance goals for a team and hold them accountable, even when that means a difficult conversation. You take ownership rather than waiting to be told what's next.

Required Qualifications: 

• Bachelor's degree in Business, Finance, Accounting, or a related field (or equivalent practical experience).
• 4+ years leading a team, with that experience in collections, accounts receivable, or related revenue-recovery function.
• Experience managing a portfolio/queue of past-due accounts and negotiating payment plans.
• Comfortable working within CRM/ticketing systems and building recurring reports.
• Advanced proficiency in Excel and Google Sheets (e.g., pivot tables, lookups, building reports from raw data).
• This role requires someone who can own reporting independently.
• Strong written and spoken English, with the ability to have direct, professional conversations with U.S. customers about money owed.
• Proven experience managing a team, including setting individual performance targets and holding people accountable to measurable goals.
• Willing and able to work night shift, aligned to U.S. business hours.

Preferred:

• Experience with HubSpot specifically.
• Experience in B2B or partner-channel collections.
• Familiarity with billing/payment platforms (e.g., Chargebee, Stripe).
• Prior experience working with a U.S.-based team or client

Work Arrangement

• Work from home set up 
• US Business hours
• Earn up to 160,000 depending on the experience 

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All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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