[Hiring] Director, Collections @Ziply Fiber

Role Description

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

• 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.
  • Provide collection center representation in the development programs that will increase efficiencies as well as those that will decrease net bad debt.
  • 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.
  • 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.

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.

Requirements

• 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.

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.

Company Description

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.

• 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.