• Manage the collections process for customer accounts, including proactive outreach on past-due balances and resolution of payment issues • Monitor aging reports and work to reduce outstanding accounts receivable through timely follow-up and account analysis • Utilize HighRadius and internal systems to manage collections activity, customer communications, payment tracking, disputes, and account reconciliations • Partner with Billing, Sales, Customer Success, and Finance teams to resolve customer concerns and billing discrepancies • Review and reconcile customer accounts, including unapplied payments, credits, disputes, and short payments • Support bad debt reduction efforts by identifying and escalating high-risk accounts appropriately • Maintain accurate documentation of customer interactions, payment commitments, and account status updates • Prepare and distribute aging analysis, collections reporting, bad debt summaries, and account status updates to leadership as needed • Assist with month-end activities and reporting related to collections and accounts receivable • Provide professional and customer-focused communication while driving timely payment resolution • Escalate priority accounts, bankruptcy risks, legal concerns, or collection challenges to leadership appropriately

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. About the Role: As Senior Manager, Collections, you will lead Motive’s global collections strategy overseeing an operation of ~70 collectors, primarily based in Pakistan. This is a high-impact leadership role at the intersection of cash flow, customer experience, and operational scale. You will shape how Motive collects from our high-volume accounts utilizing AI and automation, while also ensuring our most strategic Enterprise and Strategic accounts are managed with a sophisticated balance of diplomacy and financial rigor. Reporting to the Director of Finance Operations, you will partner closely with Revenue Accounting, Billing, Order Management, and Account teams to design new SOPs, minimize DSO, and protect our cashflow . The ideal candidate brings strong people leadership, sound operational judgment, and the ability to use data to drive clear business outcomes. *Strong preference for candidate to be located within the San Francisco Bay area.* What You'll Do: - Lead the overall collections strategy for Motive across a global team of roughly 70 collectors, primarily based in Pakistan, and build a high-performing organization with strong accountability, operating rhythms, and leadership development. - Own the strategy and roadmap for collections automation and dunning workflows, including AI-enabled capabilities, with a focus on high-volume credit card-based portfolios where low-touch, scalable recovery is essential. - Serve as a senior collections leader for Enterprise and Strategic accounts, balancing strong customer partnership with a disciplined approach to Motive’s contractual obligations and long-term account health. - Lead collections strategy across international markets, including Mexico, Canada, and the UK/EU, ensuring local nuances are reflected in execution while maintaining consistency in performance and controls. - Maintain clear visibility into account health, invoice status, portfolio performance, and collections forecasts, and turn those insights into actions and updates for leadership. - Partner with Revenue Accounting on close processes related to bad debt reviews, reserves, write-offs, cash payments, and cash application, while driving strategies that improve cash collections, reduce DSO, and mitigate bad debt risk. - Use data to identify trends, risks, and opportunities, and lead improvements across systems, workflows, reporting, controls, and cross-functional execution. What We're Looking For: - 10+ years of experience in Collections, Accounts Receivable, or Finance Operations, including 7+ years of people management experience leading large teams and developing managers. - Proven success leading offshore or distributed teams and building strong performance cultures across time zones. - Deep experience designing and scaling collections processes, including automation, dunning strategy, and high-volume, low-touch recovery models. - Experience using automation and AI to improve workflow design, prioritization, and collections outcomes. - Strong understanding of accounting close processes, particularly bad debt reviews, reserve considerations, and write-offs. - Experience managing day-to-day portfolio health, including account health, invoice status, collections forecasting, and timely cash application. - Experience with international collections across markets such as Mexico, Canada, and the UK/EU. - Strong analytical skills, sound business judgment, and the ability to use data to drive decisions and outcomes. - Ability to partner effectively across Revenue Accounting, Billing, Order Management, and customer-facing Account teams. - Demonstrated success managing Enterprise and Strategic collections in a relationship-sensitive environment. - Deep experience with Zuora Billing is strongly preferred; experience with other billing or ERP platforms is a plus. - Bachelor’s degree in Finance, Accounting, Business, or a related field. - Position will require 1 day a week in the office (Thursday), if located within the San Francisco Bay Area. Pay Transparency Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits. The compensation range for this position will depend on where you reside. Motive uses three geographic zones to determine pay range. For this role, the compensation ranges are: San Francisco, California $154,000—$211,000 USD U.S. metropolitan areas: Los Angeles, San Diego, New York City Area, Seattle, Washington D.C. $134,000—$184,000 USD Other locations in the United States $134,000—$184,000 USD Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

• Oversee collection activities related to the accounts receivable across multiple site locations, payors, and therapies to maximize accurate and timely payment. • Monitor aging reports and key AR metrics to identify trends, risks, and opportunities for improvement. • Ensure assigned accounts are researched and worked appropriately, including identification of billing errors, short payments, overpayments, denials/rejections, unpaid claims, and cash application discrepancies. • Oversee appeals and payer follow-up processes to ensure deadlines are met and appropriate documentation is submitted. • Review and approve potential adjustments and refund requests in accordance with company policies. • Ensure all relevant phone conversations and collection activities are well documented and maintained within company systems. • Identify trends in payer denials, payment delays, or billing issues and collaborate with billing and revenue cycle teams to implement corrective action. • Ensure all collection activities comply with federal, state, and local regulations, third-party payer requirements, and company policies. • Work closely with insurance companies, patients, and other company personnel to resolve escalated account issues. • Prepare reports and communicate collection performance, risks, and improvement opportunities to leadership. • Participate in recruitment, onboarding, and training of collection staff. • Utilize payer portals, electronic tools, and internal systems to monitor claims status and expedite resolution of outstanding balances. • Support special payer projects, audits, or process improvement initiatives related to collections and reimbursement. • Stay informed of payer guidelines, billing deadlines, and appeal requirements. • Supervise, coach, and develop a team of collection specialists to ensure productivity, accuracy, and adherence to company policies and procedures. • Assign and monitor workload, ensuring timely follow-up on accounts receivable and payer issues. • Provide training and ongoing support to staff regarding payer policies, appeal processes, and best practices in collections. • Conduct regular performance reviews and provide feedback to support staff development and performance improvement. • Serve as a point of escalation for complex collection issues, payer disputes, and account resolution challenges. • Perform other duties as assigned.

Role Description The Collections Specialist is responsible for performing collection follow up on receivables due from homeowners and home improvement contractors. This role requires excellent communication and problem-solving skills in order to work through unique and sometimes challenging conversations. Additionally, the Collections Specialist must be organized and detail oriented in order to track status of receivables and ensure accuracy. - Invoice for service/warranty costs, penalties, and other miscellaneous receivables - Understand the individual collection processes for each of our home improvement programs and adhere to those processes - Track status of receivables, including collection notices sent and ensure appropriate follow up - Communicating with homeowners and home improvement contractors to resolve outstanding payment issues - Research and respond to credit card chargebacks - Back up training for other team members - Perform other administrative duties as assigned Qualifications - High School Diploma or equivalent - Empathetic and able to maintain calm when faced with intense situations - Excellent verbal and written communication skills - Excellent judgment and ability to overcome obstacles - Computer literate with a strong knowledge of Microsoft Office suite - Detail Oriented – ensure collections are handled and recorded appropriately Requirements - Previous collections experience preferred Benefits - 100% remote work environment - Employer provided equipment - Medical, dental, and vision insurance - Health savings plan includes employer contribution to health savings account - Medical and dental flexible spending accounts - Company paid basic life, short-term disability, and long-term disability insurance - 401K plan with employer match - Company matches 100% of the first 4% of salary deferrals - All contributions, including employer contributions, are 100% vested immediately - Employee discount program for Electronics, Groceries, Travel, Entertainment, and more - Employee assistance program - Pay on demand - Critical illness, hospital indemnity, group accident, and legal insurance - Paid time off