Collections Supervisor

POSITION SUMMARY: The Collections Supervisor leads the day-to-day operations of the Accounts Receivable collections team across seven JAN-PRO commercial cleaning markets. This role is responsible for supervising a team of 5-6 AR Specialists, managing portfolio performance, ensuring timely resolution of past-due accounts, and maintaining billing portal compliance. The supervisor serves as the primary escalation point for collection disputes, coordinates cross-market coverage, and partners with the Manager of Collections & Liquidity Planning on KPI reporting, AR cleanup initiatives, and process improvement. This is a hands-on supervisory role and the successful candidate must be willing to make collection calls, work accounts directly, and lead by example in addition to managing the team. KEY RESPONSIBILITIES: Team Leadership & Performance Management: Supervise 5-6 AR collectors handling $15M+ in receivables across 7 markets Conduct weekly one-on-one meetings with each collector to review portfolio progress Monitor individual and team KPIs: DSO, collection efficiency, past-due percentage, contact rate, promise-to-pay conversion, and clean account percentage Provide coaching, training, and development for collectors including new hire onboarding Manage cross-training assignments to ensure market coverage during absences Conduct performance reviews and address underperformance directly Collections Operations Serve as the escalation point for complex collection issues, customer disputes, and high-balance accounts Review and approve write-off recommendations per company authorization thresholds Ensure all collection activity is documented in Sage Intacct with proper follow-up dates, notes, and reason codes Monitor the AR aging report daily and ensure no account sits untouched beyond 14 days Coordinate with Operations and Regional Directors on service-related disputes affecting collections Portal & Billing Support Oversee portal invoice submission compliance across all customer portals (Coupa, Ariba, Oracle, Tipalti, Real Page, Service Channel, and others) Manage special billing situations including custom invoices, master billing, and late billers Support the monthly billing cycle as needed including billing log review, invoice verification, and error resolution Act as backup for the Manager on billing execution when required Reporting & Process Improvemen t Contribute to weekly and monthly AR reporting for executive leadership Participate in the AR cleanup project, classify and resolve aged receivables using established reason codes Identify process gaps and recommend improvements to collection workflows, documentation standards, and team efficiency REQUIRED QUALIFICATIONS 5+ years of accounts receivable or collections experience in a B2B commercial environment 2+ years of supervisory experience directly managing AR collectors or a collections team Experience with Sage Intacct strongly preferred; experience with other ERP systems (SAP, Oracle, NetSuite) considered Demonstrated ability to reduce DSO, improve collection efficiency, and manage team performance through KPIs Proficiency in Microsoft Excel including pivot tables, VLOOKUP, and data analysis Strong communication skills for customer-facing escalation calls and internal coordination with Operations and Finance leadership Experience in a multi-entity, multi-market environment preferred PREFERRED QUALIFICATIONS Experience with customer billing portals (Coupa, Ariba, or similar) Background in commercial cleaning, facilities management, janitorial services, or franchise operations Experience in a private equity-backed or high-growth environment Familiarity with AR cleanup or remediation projects involving large volumes of aged receivables Knowledge of bankruptcy procedures as they relate to accounts receivable WHO WE ARE: Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading bran