Director, Carrier Billing & Collections

Job Description

Job Description

This is a remote position.

Position Title: Director, Collections

Base Salary: $90,000 to $150,000 annually DOE

Bonus: Target annual bonus

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. 

As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.  

Our Company Values:

• Genuinely Caring:  We treat customers and colleagues like neighbors, with empathy and full attention. 
  

• Empowering You:  We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. 
  

• Innovation and Improvement:  We constantly seek ways to improve how we serve customers and each other.  
  

• Earning Your Trust:  We build trust through clear, honest, human communication. 
  

Job Summary

The Director, Collections provides strategic leadership and enterprise-level oversight for Ziply Fiber’s collections function, with responsibility for developing and executing collection strategies, operating practices, and performance measures that minimize financial loss, reduce delinquency, protect revenue, and support long-term business objectives. This role leads complex analysis of account, payment, billing, and dispute trends; identifies operational, financial, compliance, and customer experience risks; and drives cross-functional initiatives that improve collection effectiveness, strengthen internal controls, and support scalable business growth.

The Director partners with senior leaders across Commercial, Sales, Revenue Operations, Finance, Legal, Regulatory, Operations, and external partners to resolve complex issues, guide risk-based decision-making, and ensure collection practices align with company goals, contractual obligations, regulatory requirements, and a positive customer experience.

Essential Duties and Responsibilities: 

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Collections Strategy, Analytics, and Process Improvement

·        Design and execute comprehensive collection strategies aligned with corporate financial objectives.

·        Perform detailed planning analysis on attainment of Strategic goals and financial results as well as Business Case support for new products, projects, and proposals.

·        Responsible for analysis of collection center business measurements, making recommendations for improvement in all areas of analysis. Included, but not limited to; budgets, dollars collected/call/write -offs, service measurements, staffing needs and strategies that will increase collection of billed revenue and minimize bad debt and credits.

·        Provide collection center representation in the development programs that will increase efficiencies as well as those that will decrease net bad debt: such as, but not limited to, consolidations/conversions, financial and operational goals.

·        Responsible for process measurement tools and identifying opportunities for efficiency improvements.

·        Personally lead high-stakes negotiations and structure complex payment arrangements or settlements for major delinquent accounts.

·        Act as the primary escalation point for complex billing, pricing, or contract disputes, ensuring swift and diplomatic resolution.

·        Ensure strict compliance with commercial collection laws, corporate compliance frameworks, and internal auditing standards.

Team Leadership, Training, and Performance

·        Responsible for establishing collection center teams and managing status of all activity; ensure timeliness and effective roll outs in the collection center.

·        Responsible for training and develop programs in response to the data, also identify training opportunities and team with Training to address them.

·        Directly accountable for the development of Coaching and leadership of Collection teams.

·        Responsible for participating/assembling teams to drive performance, motivation and recognize employees, tracking status and implementing changes where appropriate.

Cross-Functional Operations and Project Management

·        Interface with all Collection teams, Contact Centers, Field Ops, I.S., Rev Ops, Sales, Regulatory, PSC and outside vendors for the development and documentation of Collection related activity and business processes.

·        Partner with Sales and Account Management leadership to strike a balance between commercial revenue growth and prudent risk mitigation.

·        Manage external partnerships with credit insurance firms, third-party collection agencies, and liquidators.

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