Manager Of Computer Operations Jobs in Pembroke, MA

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission? To be the best fire protection company the industry has ever seen. 

The Manager, Collections is responsible for leading Encore’s collections function during a period of significant organizational growth and transformation. This role directly oversees a team of AR Team Leads, each managing a pod of AR Collectors, and is accountable for driving collections’ performance and reducing Days Sales Outstanding (DSO) across a high-volume, decentralized customer base. 

This is a high-visibility role with direct impact on Encore’s financial performance. The ideal candidate is an experienced collections leader with a track record of building teams, driving results, and implementing the operational discipline needed to move the needle on aged AR. 

Team Leadership & Development 

• Directly manage 4–5 AR Team Leads, each overseeing a pod of AR Collectors, providing coaching, accountability, and day-to-day direction. 

• Set clear performance expectations, monitor individual and team output, and conduct regular one-on-ones and performance reviews. 

• Drive a culture of urgency, accountability, and continuous improvement across the collections team. 

• Support onboarding and development of temporary collector staff as the team scales during the aged AR remediation sprint. 

• Identify high-potential team members and create development opportunities to build long-term bench strength. 

Collections Performance & Execution 

• Own collections outcomes across assigned customer portfolios, including aged AR reduction, DSO improvement, and overall collections performance. 

• Monitor collections activity at the pod and individual level; identify underperforming accounts and drive escalation strategies. 

• Oversee prioritization of collector workloads, ensuring high-balance and high-risk accounts receive appropriate focus. 

• Manage escalation pathways including customer disputes, promise-to-pay follow-through, lien filing coordination, and agency referrals. 

• Track and report on weekly and monthly collections KPIs to the Director of Accounts Receivable and senior leadership. 

Process & Technology 

• Serve as a key user and process owner within Esker, ensuring collectors follow established workflows and automation is leveraged effectively. 

• Identify gaps in collector guidelines, escalation procedures, and follow-up cadences; implement improvements in partnership with AR leadership. 

• Partner with the Manager, AR Operations to align collections activity with billing accuracy, dispute resolution, and customer portal compliance. 

• Support continuous improvement initiatives targeting invoice quality, dispute root-cause reduction, and collector productivity. 

Customer Engagement & Dispute Resolution 

• Serve as a senior point of escalation for complex or high-balance customer disputes, coordinating resolution with branch operations and billing teams. 

• Maintain a customer-first approach throughout the collections process, balancing urgency with relationship preservation. 

• Ensure collectors document all customer interactions, commitments, and dispute details accurately within Esker. 

Reporting & Cross-Functional Collaboration 

• Prepare and present collections performance reporting to AR leadership, including aging analysis, collection trends, and collector-level scorecards. 

• Collaborate with branch operations, project management, and finance stakeholders to resolve root causes of non-payment.