Manager - Customer Services & Collections

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.

Overview:
The Manager, Customer Services & Collections will lead two operational teams — Customer Service (Asia timezone coverage) and Small-Dollar Collections (International region). This role is responsible for driving
operational excellence, customer experience, and cash performance through strong people leadership, process improvement, and cross-functional collaboration. The ideal candidate will combine a deep understanding of
billing and collections operations with strong leadership and stakeholder-management skills to deliver results across global time zones.

Key Responsibilities:
Leadership & Team Management

• Lead, coach, and develop the Customer Service and

• Collections Team Leads and their respective teams to achieve operational and financial goals.

• Drive accountability through regular performance reviews, goal setting, and ongoing coaching.

• Foster a culture of collaboration, inclusion, and continuous improvement across both functions.

• Ensure adequate resourcing, coverage planning, and workload balance across Asia and International portfolios.

Operational Management

• Oversee daily operations in Customer Services (Billing, contract inquiries, cancellations, refund payment processing) and Small-Dollar Collections (cash collection, dispute management, and AR aging).

• Ensure adherence to global policies, controls, and compliance standards (including SOX, data privacy, and local regulatory requirements).

• Monitor KPIs and SLAs across service quality, response time, DSO, and cash collection metrics — taking corrective actions when needed.

• Identify and implement process improvements, automation opportunities, and best practices to improve efficiency and customer satisfaction.

• Act as escalation point for complex or high-impact customer issues requiring senior intervention

Cross-Functional Collaboration

• Partner closely with global and regional stakeholders — including Sales, Sales Operations, Credit, Legal, and

• Finance — to resolve issues, enhance customer experience, and streamline workflows.

• Collaborate with the global functional leaders to align on process standardization and system enhancements.

• Represent the function in cross-regional initiatives and internal business reviews.

Reporting & Analytics

• Analyze operational performance trends and communicate insights to senior leadership.

• Prepare management dashboards and monthly reviews highlighting achievements, risks, and action plans.

• Support forecasting and planning for headcount, cost, and performance metrics.

Qualifications:

• 10 years of experience in Customer Service, Order-to-Cash, or Collections operations, with at least above 5 years in a people management role.

• Strong understanding of billing, payment processing, and AR operations within a global, fast-paced organization.

• Exceptional leadership, communication, and stakeholder management skills across cultures and time zones.

• Analytical thinker with a proven track record of improving processes and delivering measurable results.

• Experience with , SAP, or similar CRM/ERP systems preferred.

Core Competencies:

• Leadership & People Development – Builds high- performing, motivated teams.

• Operational Excellence – Drives efficiency and continuous improvement across functions.

• Customer Focus – Balances customer satisfaction with business priorities.

• Strategic Collaboration – Partners effectively across functions and regions.

• Accountability & Execution – Delivers against KPIs with urgency and precision

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.