Ziply Fiber is a telecommunications company serving the Pacific Northwest with fiber-optic internet for residential and business customers. Its connectivity portfolio includes high-speed and multi-gig internet plans, whole-home WiFi, streaming TV, and phone services. Ziply Fiber emphasizes straightforward service options, including no annual contracts and no data caps, and offers opportunities across a large organization supporting modern broadband infrastructure and customer connectivity.
Director of Collections - Ziply Fiber Onsite United States
Lead Ziply Fiber’s enterprise and wholesale collections strategy, including CABS dispute resolution and billing recovery. Reduce delinquency, bad debt, and financial exposure through cross-functional operational leadership.
Description
- Lead strategic direction and enterprise oversight for Ziply Fiber’s collections organization.
- Create and implement collection strategies, operating procedures, and performance metrics that limit financial loss, reduce delinquency, protect revenue, and advance business priorities.
- Review account, payment, billing, and dispute data to identify operational, financial, regulatory, and customer experience risks.
- Direct cross-functional programs that improve collection outcomes, reinforce internal controls, and enable scalable growth.
- Collaborate with Commercial, Sales, Revenue Operations, Finance, Legal, Regulatory, Operations, and external business partners.
- Analyze strategic objectives and financial performance, and contribute to business cases for products, initiatives, and proposals.
- Evaluate collection center metrics, budgets, recoveries, call volumes, write-offs, service levels, staffing requirements, and bad debt.
- Build process measurement tools and uncover opportunities to improve efficiency.
- Negotiate and structure complex payment plans or settlements for significant delinquent accounts.
- Resolve complex billing, pricing, and contractual disputes.
- Maintain compliance with commercial collection regulations, corporate compliance requirements, and internal audit standards.
- Build collection center teams, oversee daily activities, create training programs, and coach collection personnel.
- Improve team results through performance management, motivation, recognition, and operational enhancement.
- Coordinate with collection teams, contact centers, field operations, Information Systems, Revenue Operations, Sales, Regulatory, PSC, and external vendors.
- Oversee relationships with credit insurers, third-party collection agencies, and liquidators.
- Coordinate legal actions and asset recovery activities when needed.
- Own the complete CABS collections lifecycle, including Switched Access, Special Access, and unbundled network elements.
- Investigate and resolve billing issues involving Meet-Point Billing agreements, disputed ASRs, circuit disconnection timing, and operational lease variances.
- Reconcile differences among system usage records, circuit inventories, contractual tariffs, and Interconnection Agreements with billing auditors and provisioning teams.
- Manage external vendors and outsourced operations, assess results, and support the deployment and improvement of third-party solutions.
- Handle additional responsibilities as needed to support business operations.
Requirements
- High school diploma or GED is required.
- A bachelor’s degree in business, finance, accounting, operations, or a related discipline is required.
- At least 10 years of progressively responsible experience in enterprise or wholesale collections, ASR, LSR, CABS, DPI, credit, billing, accounts receivable, or revenue operations.
- Experience in telecommunications, internet service providers, MSOs, fiber, technology, or a related industry is required.
- At least five years of experience managing employees, including coaching, performance management, training, and delivery against operational goals.
- Advanced understanding of state and federal laws and regulations governing collection activities and practices.
- Strong command of financial reporting principles and credit and collections operations.
- Strong familiarity with company policies, tariffs, contracts, and interconnection agreements related to billing, credit, collections, and dispute resolution.
- Experience overseeing third-party collection agencies, service providers, or other external vendors.
- Excellent presentation ability, including communicating operational results, recommendations, and complex information to employees, executives, and cross-functional partners.
- Ability to build cooperative teams, set clear performance standards, and guide employees toward individual and operational objectives.
- Proven leadership skills in engaging, motivating, and developing employees while fostering accountability and strong performance across a large team.
- Strong written and verbal communication skills, with the ability to give clear direction, document processes, and communicate with technical and nontechnical audiences.
- Applicants must already be authorized to work in the United States for any employer; sponsorship is unavailable.
- A pre-employment background check is required, and drug screening may also be required.
- An advanced degree in business, finance, accounting, operations, law, or a related field is preferred.
- Collections or billing experience in telecommunications, broadband, utilities, or another regulated industry is preferred.
Benefits
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Flexible spending account
- Paid sick leave and paid time off
- Parental leave
- Target annual bonus
- Quarterly performance bonus
- Training opportunities
- Career development and education reimbursement programs