Collections, Sr Manager

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We are seeking a dynamic leader to oversee the operations of our collections and cash applications activities. Reporting to the Senior Director of Finance Shared Services, you will play a pivotal role in delivering efficient and satisfactory processes, while fostering a collaborative environment with our Global Revenue Operations, Sales, Success, Renewals, and other internal teams.

This role is perfect for a strategic, results-driven leader with a customer-first mindset and a proven track record in achieving or exceeding collection targets. If you're passionate about implementing scalable, innovative solutions to increase efficiency and creating an environment that encourages teamwork, we'd love to hear from you.

What you'll be doing

• Provide strategic direction to the teams, ensuring alignment with company policies, and participate in the Working Capital Steering Committee.

• Negotiate with customers in cases of non-payment, dispute, and settlement, while maintaining a comprehensive understanding of all processes within the Accounts Receivable Operations.

• Foster a culture of continuous improvement, drive transformation activities, and lead project planning and execution.

• Set and monitor collection and unapplied receipt goals, targets, and KPIs, holding team members accountable for meeting these targets.

• Develop an understanding of the Collections environments in various countries and implement new policy frameworks as needed.

• Ensure compliance with internal control, policies, and other statutory regulations, and prepare a business continuity plan.

What you bring to the role

• Bachelorâs degree or equivalent experience in business, finance, or a related field, with a minimum of 5 years experience in a managerial role of a Collections team doing international or global collections activities.

• Experience in a high-volume Collections and Cash Applications production environment, with knowledge of operations process design and analysis.

• Strong financial analysis skills, excellent problem-solving and project management skills, and a commitment to excellent customer service.

• Ability to deal with ambiguity and change, with excellent communication skills, self-awareness, transparency, and openness to feedback.

• Ability to develop strong working relationships with key internal stakeholders, and manage multiple tasks simultaneously.

• Flexibility and adaptability to change, including different working shifts, with experience with NetSuite, Zuora, SFDC, and Cforia tools being a plus.

Where we work

In this role, youâll work primarily remotely with the support of a dynamic and caring team. Weâll provide you with the digital tools and experiences to be togetherâeven when weâre apart. Being digital first doesnât mean weâre digital only. Youâll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

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About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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