Collections Team Manager

About the Role

Raptor is seeking a Collections Manager to lead our collections team and drive continuous improvement in cash flow performance. This is a player-coach role—you’ll primarily focus on leading, developing, and holding a global team of collections specialists accountable, while rolling up your sleeves on escalated accounts, complex situations, and process work when the team needs you.

The ideal candidate leads by example, someone who sets the standard through their own work ethic and expertise, builds a high-performing team culture, and partners across departments to remove the systemic barriers that slow Collections down.

Responsibilities 

Team Leadership

• Lead, coach, and develop a global team of Collections Specialists, serving as the primary driver of team performance and culture.
• Set the standard—model the behaviors, work quality, and customer approach you expect from the team.
• Establish clear performance expectations and hold team members accountable for collection goals and service standards.
• Conduct regular 1:1s, coaching sessions, performance reviews, and development planning.
• Foster a culture of ownership, professionalism, and continuous improvement.

Collections Management 

• Oversee collection efforts across past-due customer accounts, stepping in directly on escalated or high-complexity situations.
• Review aging reports and collection metrics to identify risks and opportunities; guide the team’s prioritization accordingly.
• Personally manage the most complex or sensitive customer escalations when needed.
• Support and, where necessary, lead payment plan negotiations and account resolution strategies.
• Oversee customer overpayment and credit balance resolution activities.

Operational Excellence & Controls

• Oversee month-end close support activities related to AR, ensuring accuracy, timeliness, and compliance with internal control requirements.
• Lead audit support activities, providing documentation, explanations, and remediation support as needed.
• Ensure consistent application of policies, procedures, and documentation standards across the AR function.

Process Improvement

• Identify trends and root causes that contribute to delayed customer payments.
• Partner with Billing, Sales, Customer Success, Order Management, and Finance teams to resolve recurring issues affecting collections and improve cash forecasting accuracy.
• Recommend and implement process improvements that reduce payment delays and improve customer outcomes.
• Develop reporting and dashboards to measure team effectiveness and collection performance.
• Create and maintain scalable collection procedures and best practices.

Cross-Functional Collaboration

• Act as a key partner to internal teams in resolving customer payment obstacles.
• Provide feedback on customer behaviors, billing challenges, and operational issues impacting collections.
• Escalate systemic issues and drive solutions that improve overall collection results.

Qualifications

• 5+ years of B2B collections experience, including hands-on account management.
• 2+ years of people leadership experience managing a global team of 4 or more.
• Proven success building and elevating collections teams while staying close to the work.
• Strong coaching, accountability, and employee development skills.
• Excellent communication and negotiation abilities—effective at both the team level and in direct customer interactions.
• Strong analytical skills with the ability to identify trends, root causes, and support cash flow forecasting.
• Experience using collection, ERP, and reporting systems.

Preferred

• Experience working with K-12 school districts, government entities, or public-sector customers.
• Experience in a SaaS, software, or technology company.
• Familiarity with NetSuite, Salesforce, Tesorio, or similar platforms.
• Experience leading process improvement initiatives.

• You join the gold standard in school safety software. 
• You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe. 
• You will work with diverse teams made up of some of the best minds in the industry.
• You will get exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees. 
• You will have access to a robust benefits package that includes: 
• Remote-first philosophy 
• Flexible paid time off 
• Paid parental leave 
• 11 Paid holidays per year 
• Workplace flexibility 
• Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 
• 401(k) employer contribution to help you plan for the future 
• Company paid life insurance, STD, and LTD