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