Collections Team Manager

About Us! Raptor was founded in 2002 with the mission to protect every child, every school, every day. Today, Raptor is a school safety partner for 60,000 schools in 55 countries, providing SaaS and mobile technology as well as comprehensive training and consultation solutions across the entire school safety life cycle, ranging from crisis prevention and preparation to emergency response and recovery. Raptor’s globally integrated product portfolio supports a school’s foundation of safety and wellbeing, including Emergency Management, Campus Movement, Student Wellbeing and Safety Training and Compliance. 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. Success in this Role You’ll know you’re thriving in this role when you’ve achieved: Improved collection performance and reduction of aged receivables Increased team productivity and accountability Better visibility into collection trends and payment risks Identification and resolution of recurring issues that contribute to delayed payments Strong partnerships across departments that improve the customer payment experience and support company growth What's in it for you? 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 Due to the high volume of applications we receive, we are unable to personally respond to every applicant or provide individual feedback. Candidates selected to move forward will be contacted directly by our team. We appreciate your interest in Raptor Technologies. If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to [email protected] for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis. Raptor Technologies is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination.