Manager of Collections

At Encore Fire Protection, we are 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. Our goal is to deliver a superior experience to those who trust us to safeguard what matters most.

About the role

The Manager, Collections is responsible for leading Encore’s collections function during a period of significant organizational growth and transformation. This role directly oversees a team of AR Team Leads, each managing a pod of AR Collectors, and is accountable for driving collections’ performance and reducing 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.

Pay

Expected salary range between $100,000 - $110,000 per year, with opportunity for a results-driven bonus based on personal output and effectiveness in role.

Benefits

• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.
• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.
• Flexible Dress Code: Upon joining, you’ll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.
• People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.
• Tools for Success: Access to leading-edge web-based productivity tools.