Manager - Rentals Collections

About The Team

The Billing, eCommerce & Payments division at Zillow Group aims to maximize cash flow and financial efficiency across business units by implementing scalable billing, payment, and collection processes. The Collections team plays a critical role in reducing delinquent balances and enhancing payment performance by collaborating closely with Accounting, Finance Operations, and business stakeholders to ensure sustainable cash flow and a positive payment experience.

About The Role

As Manager of Collections, you will oversee a team comprising onshore employees and offshore BPO partners managing end-to-end B2B collections activities. Your responsibilities include defining strategic and operational priorities, managing performance, optimizing procedures, and working cross-functionally to deliver measurable improvements in collections outcomes. The role demands independent issue resolution skills, in-depth knowledge of accounts receivable and cash application operations, and passion for quality results benefiting both internal teams and customers.

Key Responsibilities

• Lead, mentor, and develop a high-performing collection team involving both onshore staff and offshore BPO supervisors, including recruitment, performance management, career growth, and workforce planning.
• Drive continuous quarterly reductions in overdue accounts receivable and accelerate payment times; establish and monitor key performance indicators and operational goals utilizing analytics.
• Manage comprehensive collections operations including account handling, escalation resolution, communication updates, and quality assurance across teams.
• Lead onboarding, training, and system implementation for BPO partners; maintain process documentation and foster ongoing process improvements.
• Ensure adherence to company credit policies by overseeing credit reviews and approvals.
• Work collaboratively with Finance, Accounting, Sales, and Customer Success to enhance payment issue resolution and improve the customer payment journey.
• Identify opportunities for automation and system enhancements leveraging platforms like Zuora, HighRadius, and Salesforce.
• Participate in broader Finance Operations scaling efforts and conduct monthly collections reviews with each Zillow product team.

Qualifications and Experience

• Over 6 years of experience in B2B credit and collections, with at least 2 years in leadership roles managing teams.
• Proven success in improving critical collections metrics such as days overdue, payment duration, and dispute resolution times.
• Deep understanding of the order-to-cash cycle including collections management, cash applications, and accounting for bad debt and sales allowances.
• Experience working with collections and financial systems including Zuora, HighRadius, Salesforce, Workday, Oracle, or SAP, alongside proficiency in Excel and Google Sheets for data handling and reporting.
• Strong operational mindset with demonstrated ability to design and refine collections workflows, utilizing AI tools for automation of manual tasks at scale.
• Experience managing offshore vendor relationships, including training, onboarding, and performance oversight.
• Balanced business acumen and empathetic approach in customer negotiations and problem resolution.
• Effective communication skills across organizational levels with strong critical thinking, problem-solving, and organizational capabilities.
• Zillow values diverse backgrounds and encourages applications from candidates with transferable skills or related experience.

Work Setup and Compensation

This is a fully remote position within the United States, allowing employees to work from their location of choice. Certain states have specified salary ranges: $77,400 to $123,600 annually for California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC; and $73,500 to $117,500 annually for Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia. Compensation includes a competitive base salary with eligibility for equity awards based on experience, performance, and location. Salaries meet state exemption thresholds.

Inclusion and Equal Opportunity

Zillow Group is an equal opportunity employer committed to building an inclusive and innovative workforce. All qualified applicants will be considered regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, disability, gender identity, or veteran status. Accommodation requests for disabilities can be directed to the recruiter. Applicants with arrest or conviction records will be evaluated in accordance with applicable laws. Specific requirements apply to Los Angeles County applicants regarding safe and respectful workplace behavior and compliance with company policies.

About Zillow

Zillow is a leading real estate platform in the U.S. focused on helping people navigate buying, selling, financing, and renting homes with greater ease. Recognized as one of Fortune's 100 Best Companies to Work For® in 2025 and a PEOPLE Companies That Care® honoree, Zillow fosters a culture of innovation, inclusivity, and employee empowerment across tech, sales, operations, and design functions.