Manager of Collections

About the Role

Encore Fire Protection is the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day. This role leads Encore’s collections function during a period of significant organizational growth and transformation, directly overseeing a team of AR Team Leads and driving collections performance to reduce 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.

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.

Requirements

• 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.

Benefits

• Competitive Salary & Bonuses: Compensation commensurate with experience, with performance-based bonuses tied to personal effectiveness and team contributions.
• Purpose-Driven Work Environment: Culture that values results and empowers teams to focus on impactful work.
• Flexible Dress Code: Casual work environment with branded Encore swag; dress up when the situation calls for it.
• People-Focused Culture: Encourages experimentation, learning, and collaboration with space to share ideas and shape company growth.
• Tools for Success: Access to leading-edge web-based productivity tools.
• Health and Wellness: Comprehensive medical, dental, and vision coverage for you and your family.
• Retirement Planning: Participation in Fidelity 401(k) plan with a company match.
• Life Insurance: Company-paid life insurance policy of $50,000.