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Manager/Senior Manager, Collections

Encore Fire Protection

Pawtucket, RI

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JOB DETAILS
SKILLS
Accounting, Accounts Receivable, Accounts Receivable Management, Aging Analysis, Analysis Skills, Automation, Billing, Coaching, Communication Skills, Continuous Improvement, Credit and Collections, Cross-Functional, Customer Escalations, Customer Relations, Decentralized Operations/Management, Develop and Maintain Customers, Establish Priorities, Finance, Fire Alarm, Fire Suppression/Control, Follow Through, Interpersonal Skills, Leadership, Liens, Microsoft Excel, Microsoft Office, On Site Support, Onboarding, Operations Management, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Process Improvement, Project/Program Management, Quality Assurance, Retirement Planning, Risk, Sales, Scorecarding, Staff Development, Strategic Planning, Team Lead/Manager, Trend Analysis, Vendor/Supplier Management, Vendor/Supplier Planning
LOCATION
Pawtucket, RI
POSTED
Today
Who We Are

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission? To be the best fire protection company the industry has ever seen.

The Opportunity

The Manager, Collections is responsible for leading Encore's collections function during a period of significant organizational growth and transformation. This role directly oversees a team of AR Team Leads, each managing a pod of AR Collectors, and is accountable for driving collections' performance and reducing Days Sales Outstanding (DSO) across a high-volume, decentralized customer base.

This is a high-visibility role with direct impact on Encore's financial performance. The ideal candidate is an experienced collections leader with a track record of building teams, driving results, and implementing the operational discipline needed to move the needle on aged AR.

Key Responsibilities

Team Leadership & Development

  • Directly manage 4-5 AR Team Leads, each overseeing a pod of AR Collectors, providing coaching, accountability, and day-to-day direction.
  • Set clear performance expectations, monitor individual and team output, and conduct regular one-on-ones and performance reviews.
  • Drive a culture of urgency, accountability, and continuous improvement across the collections team.
  • Support onboarding and development of temporary collector staff as the team scales during the aged AR remediation sprint.
  • Identify high-potential team members and create development opportunities to build long-term bench strength.
Collections Performance & Execution
  • Own collections outcomes across assigned customer portfolios, including aged AR reduction, DSO improvement, and overall collections performance.
  • Monitor collections activity at the pod and individual level; identify underperforming accounts and drive escalation strategies.
  • Oversee prioritization of collector workloads, ensuring high-balance and high-risk accounts receive appropriate focus.
  • Manage escalation pathways including customer disputes, promise-to-pay follow-through, lien filing coordination, and agency referrals.
  • Track and report on weekly and monthly collections KPIs to the Director of Accounts Receivable and senior leadership.
Process & Technology
  • Serve as a key user and process owner within Esker, ensuring collectors follow established workflows and automation is leveraged effectively.
  • Identify gaps in collector guidelines, escalation procedures, and follow-up cadences; implement improvements in partnership with AR leadership.
  • Partner with the Manager, AR Operations to align collections activity with billing accuracy, dispute resolution, and customer portal compliance.
  • Support continuous improvement initiatives targeting invoice quality, dispute root-cause reduction, and collector productivity.
Customer Engagement & Dispute Resolution
  • Serve as a senior point of escalation for complex or high-balance customer disputes, coordinating resolution with branch operations and billing teams.
  • Maintain a customer-first approach throughout the collections process, balancing urgency with relationship preservation.
  • Ensure collectors document all customer interactions, commitments, and dispute details accurately within Esker.
Reporting & Cross-Functional Collaboration
  • Prepare and present collections performance reporting to AR leadership, including aging analysis, collection trends, and collector-level scorecards.
  • Collaborate with branch operations, project management, and finance stakeholders to resolve root causes of non-payment.
  • Partner with the Director of Accounts Receivable on strategic initiatives including AR transformation, location-level performance improvement plans, and vendor management.
What You Bring to the Table
  • 5+ years of experience in accounts receivable or collections, with at least 2+ years in a management role overseeing a team of collectors or team leads.
  • Demonstrated track record of driving measurable improvements in DSO, aged AR reduction, or collections recovery in a high-volume environment.
  • Experience leading collections operations in a decentralized, multi-location, or field services business strongly preferred.
  • Proficiency with collections management platforms (Esker experience a plus) and Microsoft Office Suite, particularly Excel.
  • Strong analytical skills with the ability to interpret AR aging reports, identify trends, and translate data into action plans.
  • Excellent leadership, communication, and interpersonal skills with the ability to motivate and manage a large team through change.
  • Ability to manage competing priorities in a fast-paced environment and maintain focus on high-impact activities.
  • Bachelor's degree in accounting, finance, business, or a related field preferred; equivalent experience considered.
Beyond the Paycheck

At Encore, we're all about creating a culture where success is celebrated. We recognize that our work makes people's lives safer, and we reward those who contribute to our growth. Here's what you can expect:
  • Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
  • Purpose-Driven Work Environment: We believe in working smarter, not harder. You'll be part of a culture that values results, and we empower our team to focus on impactful work.
  • Flexible Dress Code: Upon joining, you'll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we'll dress up when the situation calls for it.
  • People-Focused Culture: We know our greatest strength is our people. That's why we've built a culture that encourages experimentation, learning, and improving together. You'll have the space to share your ideas and help shape a company that is constantly growing.
  • Tools for Success: Access to leading-edge web-based productivity tools.
  • Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
  • Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
  • Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.


EEO Statement

Encore Fire Protection is an Equal Opportunity Employer.

Encore Fire Protection is an E-Verify Employer.

As an EEO/AA employer, Encore Fire Protection considers applicants for employment without regard to, and does not discriminate based on gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.

About the Company

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Encore Fire Protection

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