Manager - Rentals Collections

About the team The Billing, eCommerce & Payments organization at Zillow Group drives cash flow optimization and financial efficiency across all business units through scalable billing, payments, and collections operations. Our team contributes to Zillow's revenue growth by minimizing payment churn, maximizing collections, and ensuring prudent financial risk management, with a focus on long-term solutions that are automated, scalable, flexible, and cost-efficient. Our Collections team plays a key role in minimizing overdue balances and improving payment performance, partnering closely with Accounting, Finance Operations, and business leaders to ensure sustainable cash flow, reduce payment friction, and deliver an outstanding customer experience. About the role As the Manager, Collections, you will lead a team of collections professionals (including both onshore FTEs and offshore BPO partners) responsible for end-to-end B2B collections activity. You will set the strategic and operational direction for your team, balancing performance management, process optimization, and cross-functional partnership to drive measurable improvements in collections results. Our ideal candidate has a proven track record of independently identifying issues and developing resolutions, a deep understanding of all operational aspects of accounts receivable and cash applications, and a passion for delivering quality outcomes for internal and external partners. Your leadership will directly impact the company's ability to scale, support revenue growth, and deliver a seamless customer payment experience. You Will Get To: - Lead, coach, and develop a high-performing collections team (onshore FTEs and BPO supervisors), including recruiting, hiring, performance management, career development, and headcount forecasting. - Drive quarterly reductions in past-due AR balances and improvements in days-to-pay; establish, monitor, and report on operational KPIs and OKRs using analytics to identify trends and corrective actions. - Own end-to-end collections operations: account management, escalation handling, status updates, and quality control and auditing across onshore and offshore teams. - Lead onboarding, training, and implementation for BPO partners and systems; maintain process documentation and drive continuous improvement. - Maintain and enforce the corporate credit policy, including monitoring credit reviews and approvals. - Collaborate cross-functionally with Finance, Accounting, Sales, and Customer Success to streamline issue resolution and improve the customer payment journey. - Identify and implement automation and system enhancements using tools such as Zuora, HighRadius, and Salesforce. - Contribute to broader Finance Operations scaling initiatives and conduct monthly collection reviews with each Zillow product team. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $77,400.00 - $123,600.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $73,500.00 - $117,500.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid be