Customer Experience Manager (CXM) - Collections
R10099207 Customer Experience Manager (CXM) - Collections (Open)
Location
Tulsa, OK - W. 7th St. - Management
How will you CONTRIBUTE and GROW?
At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
Airgas is Hiring for a Customer Experience Manager in Tulsa, OK!
We are looking for you !
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Comprehensive Family Benefits: Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
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Support for Parents: We offer up to 14-week paid child birth benefits to support growing families.
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Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.
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Early Access: Your benefits start after just 30 days of employment.
The Collections Manager is a key leadership position that oversees a team of CX Supervisors and Customer Experience/Collections Specialists primarily responsible for overdue account management, cash acceleration, and portfolio risk mitigation. The Collections Manager will act as the primary point of contact between regional CX teams, credit/AR teams, and regional leadership regarding collections performance and portfolio aging trends. This position develops and executes strategies to reduce Days Sales Outstanding (DSO), minimize past-due balances, and preserve customer relationships while working closely with the Customer Resolution Manager.
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Lead and oversee the regional collections organization, directly managing CX Supervisors and Collections Specialists.
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Serve as the primary operational liaison between the regional collections team and the Central Division Business Service Center.
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Communicate cash collection performance, DSO trends, aging account risks, and portfolio strategies regularly to senior executives.
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Establish team accountability for key performance metrics (e.g., DSO reduction, cash flow targets, aging balance recovery) set by Division leadership.
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Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing collections team.
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Partner cross-functionally with the Customer Resolution Manager, CX Project Manager, and field operations to clear payment roadblocks and streamline the cash collection workflow.
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Balance firm collection efforts with a customer-centric mindset to protect customer retention and advocacy throughout the payment process.
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Are you a MATCH?
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Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
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5+ years leading Back Office, Accounts Receivable, Collections functions, Customer Service in a multi-business unit distribution environment.
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3+ years motivating, influencing, and leading high-performing teams.
Knowledge, Skills, and Abilities
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Strong leadership skills to direct...