Manager - Rentals Collections

About The Team

The Billing, eCommerce & Payments organization at Zillow Group drives cash flow optimization and financial efficiency across all business units through scalable billing, payments, and collections operations. Our team contributes to Zillow's revenue growth by minimizing payment churn, maximizing collections, and ensuring prudent financial risk management, with a focus on long-term solutions that are automated, scalable, flexible, and cost-efficient. Our Collections team plays a key role in minimizing overdue balances and improving payment performance, partnering closely with Accounting, Finance Operations, and business leaders to ensure sustainable cash flow, reduce payment friction, and deliver an outstanding customer experience.

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.

Who you are

• 6+ years of experience in B2B credit and collections, including at least 2 years leading teams or team leads.
• A proven track record of driving measurable improvements in key collections metrics, including days overdue, days to pay, and dispute resolution cycle time.
• Deep expertise in the full order-to-cash process, including collections operations, cash applications, and accounting for bad debt and sales allowances.
• Experience with collections and financial systems such as Zuora, HighRadius, Salesforce, Workday, Oracle, or SAP, and proficiency in Excel and Google Sheets for data management and reporting.
• A strong operational focus and a demonstrated ability to build and refine collections workflows; experience leveraging AI tools to identify and automate manual processes at scale.
• Experience managing BPO or offshore vendor relationships, including onboarding, training, and performance oversight.
• A balance of business acumen with empathy in customer-facing situations and significant experience in customer negotiations and issue resolution.
• A clear communicator with strong critical thinking, problem-solving, and organizational skills.