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 below the salary threshold for exempt employees in the state where they reside. Who you are You bring 6+ years of experience in B2B credit and collections, including at least 2 years leading teams or team leads. You have a proven track record of driving measurable improvements in key collections metrics, including days overdue, days to pay, and dispute resolution cycle time. You have deep expertise in the full order-to-cash process, including collections operations, cash applications, and accounting for bad debt and sales allowances. You are experienced with collections and financial systems such as Zuora, HighRadius, Salesforce, Workday, Oracle, or SAP, and proficient in Excel and Google Sheets for data management and reporting. You have a strong operational focus and a demonstrated ability to build and refine collections workflows; you are also comfortable leveraging AI tools to identify and automate manual processes at scale. You have experience managing BPO or offshore vendor relationships, including onboarding, training, and performance oversight. You balance business acumen with empathy in customer-facing situations and bring significant experience in customer negotiations and issue resolution. You communicate clearly and effectively across levels, with strong critical thinking, problem-solving, and organizational skills. Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences. Get to know us At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality. Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025 , and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.