Director, Collections

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.

·        Coordinate with internal and external counsel to initiate legal proceedings, or asset recovery operations when necessary.

CABS Collections and Billing Dispute Resolution

·        Manage the end-to-end collections process for Carrier Access Billing Systems (CABS), focusing on Switched Access, Special Access, and unbundled network elements (UNEs).

·        Investigate and resolve complex billing disputes stemming from Meet-Point Billing (MPB) agreements, disputed Access Service Requests (ASRs), circuit disconnect timing, and operational lease variances.

·        Partner with CABS billing auditors and provisioning teams to reconcile discrepancies between system usage data, circuit inventories, and original contractual tariffs or Interconnection Agreements (ICAs).

Vendor & Partner Management

·        Oversee relationships with external vendors, service providers, and outsourced operational partners as applicable.

·        Evaluate partner performance and ensure service expectations, customer experience standards, and operational requirements are achieved.

·       Support sourcing, implementation, documentation, and optimization of third-party operational solutions and support models.

Other Duties

·        Performs other duties as required to support the business and evolving organization.

Required Qualifications:

·        High school diploma or GED.

·        Bachelor’s degree in business, finance, accounting, operations, or a related field.

·        Minimum of ten (10) years of progressively responsible experience in Enterprise and Wholesale collections, ASR, LSR, CABS, DPI, credit, billing, accounts receivable, or revenue operations.  Telecommunications, ISP, MSO, fiber, technology, or related industry experience is a must.

·        Minimum of five (5) years of experience leading employees, including responsibility for coaching, performance management, training, and achievement of operational goals.

·        Advanced knowledge of applicable state and federal laws and regulations governing collection activities and practices.

·        Strong knowledge of financial reporting principles and credit and collections practices.

·        Strong knowledge of company policies, tariffs, contracts, and interconnection agreements applicable to billing, credit, collections, and dispute resolution.

·        Experience managing third-party collection agencies, service providers, or other external vendors.

·        Excellent presentation skills, with the ability to clearly communicate operational results, recommendations, and complex information to employees, leaders, and cross-functional stakeholders.

·        Demonstrated ability to build collaborative teams, establish clear performance expectations, and lead employees toward the achievement of individual and operational goals.

·        Demonstrated leadership ability to engage, motivate, and develop employees while promoting accountability and high performance across a large work group.

·        Strong written and verbal communication skills, including the ability to provide clear direction, document business processes, and communicate effectively with technical and nontechnical audiences.

Preferred Qualifications

·        Advanced degree in business, finance, accounting, operations, law, or a related field.

·        Collections or billing experience within the telecommunications, broadband, utilities, or another regulated industry.

Knowledge, Skills, and Abilities:

·        Ability to interpret financial and operational data, identify trends and risks, and translate findings into actionable recommendations.

·        Ability to establish performance measures, monitor results, and implement corrective actions that improve collections and reduce bad debt.

·        Strong leadership skills with the ability to coach employees, build effective teams, manage performance, and drive accountability.

·        Strong analytical, problem-solving, and decision-making skills, including the ability to resolve complex billing and account disputes.

·        Ability to manage multiple projects, priorities, and deadlines in a changing operational environment.

·        Ability to collaborate effectively across departments and communicate complex information to technical and nontechnical audiences.

·        Strong attention to detail, organization, documentation, and follow-through.

·        Ability to exercise sound judgment, maintain confidentiality, and provide a positive customer experience while protecting the company’s financial interests.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.