Billing Operations Manager

Job Description

Job Description

WHY JOIN TAXRISE?

At TaxRise, we don't just provide tax relief services; we provide hope, stability, and solutions to individuals and families facing financial uncertainty. Our team is passionate about reshaping the tax resolution industry through innovation, empathy, and unwavering commitment to our clients.

Join us and make a tangible difference in people's lives while growing your career with a team that values your contributions.

ABOUT THE ROLE

The Billing Operations Manager is responsible for leading and scaling the collections function, with a primary focus on recovering past-due accounts, preventing early-stage defaults, and retaining clients through proactive, solutions-oriented outreach. This role owns departmental strategy, structure, performance management, and cross-functional alignment to ensure consistent collections execution, strong recovery outcomes, and high client retention.

You will oversee a team of billing and collections agents, establish clear daily and weekly operating rhythms, and implement structured, agency-informed collections best practices aligned with TaxRise's client-first values. This role is ideal for a proven operations leader from a collections agency or high-volume financial services environment who brings discipline, accountability, and repeatable processes to a growing organization.

This is a 100% on-site position at our Irvine, CA office. We're all about that in-person energy, collaboration, innovation, and growth happen best when we're together. If you're ready to lead a high-performing team in a dynamic environment, we want to meet you.

HOW YOU'LL BE REWARDED

At TaxRise, we reward operational excellence and strong leadership with competitive pay and performance-driven incentives.

• Base Salary: $110,000 – $130,000 per year
• Monthly Bonus: $5,000 – $6,000 per month, based on department performance

WHAT YOU'LL DO

Department Leadership & Structure

• Own end-to-end collections operations, including delinquency management, default prevention, account recovery, and resolution of past-due client balances.
• Build and maintain a structured operating model with clear roles, performance expectations, workflows, and escalation paths.
• Lead billing and collections agents through goal-setting, coaching, and performance management.
• Establish consistent daily and weekly operating rhythms, scorecards, and accountability frameworks tied to individual agent collection rates, dollars collected, and payment plan performance.
• Set clear standards for professionalism, compliance, and client-centric communication.

Collections Strategy & Client Retention

• Oversee all collections activity to ensure accuracy, timeliness, and policy compliance.
• Drive proactive, high-frequency contact strategies to engage clients who are past due or defaulting on initial payments, with clear expectations around daily contact activity, collection rates, and dollars recovered per agent, helping clients return to current or active status.
• Design, launch, and manage email and SMS collections cadences using HubSpot and similar engagement tools to support consistent client outreach and payment plan follow-up.
• Implement agency-style collections best practices, including segmentation, call strategies, scripting, and performance benchmarking.
• Align billing and collections timing with client case progression and resolution milestones.
• Continuously evaluate and refine billing and collections processes to support scale and efficiency.

Performance Management & Reporting

• Own key performance indicators such as daily and weekly collection targets, collection rates, dollars collected, delinquency levels, early-stage default trends, payment plan adherence, cancellation trends, and individual collector productivity.
• Deliver weekly and monthly operational reports and insights to senior leadership.
• Identify performance gaps and execute corrective action plans at both individual and team levels.

Cross-Functional Operations

• Partner closely with Sales, Quality Assurance, Client Success, and Processing to resolve account issues and improve client outcomes.
• Align billing and collections policies with upstream sales practices and downstream servicing workflows.
• Act as the senior escalation point for complex client or financial issues.

Systems, Compliance & Quality

• Drive optimization of CRM and billing systems to improve visibility, reporting, and operational control.
• Ensure consistent documentation, call quality, and system notes through regular audits and QA reviews.
• Implement and enforce policies that ensure compliance, consistency, and high service standards.

WHAT YOU'LL NEED TO HAVE

• Proven experience leading a large-scale billing and collections operation, preferably within a collections agency or high-volume financial services environment.
• 10+ years of experience in billing, collections, with 5+ years in an operations or senior leadership role.
• Strong background in building structure, processes, and performance frameworks in fast-paced environments.
• Experience in financial services, consumer lending, tax relief, or related industries strongly preferred.
• Ability to balance aggressive collections performance with client experience and retention goals.
• Advanced proficiency with CRM systems (Salesforce preferred), Google Workspace, Excel, and call center platforms (e.g., TalkDesk).
• Strong executive-level communication skills with the ability to influence across departments.
• Data-driven, process-oriented mindset with a track record of driving measurable operational improvements.
• Associate's degree or higher in Accounting, Finance, Business Administration, or a related field preferred.

WHAT WE OFFER

We believe in taking care of our team so they can take care of our clients. Here's what you can expect as part of the TaxRise family:

• Medical, Dental, and Vision Insurance (starting after 60 days)
• Paid Time Off
• 401(k) retirement plan with company match
• Professional Development Program to support your growth
• Access to our on-site gym and gaming lounge
• Catered team lunches every Friday
• Fun and energizing quarterly company outings

ABOUT US

At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do.

When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives.

We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation.

If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that's reshaping the future of tax resolution.

OUR COMMITMENT

At TaxRise, we're proud to be an equal opportunity employer. We know that a world-class culture stems from the diversity and talent of our team. We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable law.

TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.

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