Customer Experience Manager (CXM) - Collections

Airgas; Tulsa (OK); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Comprehensive Family Benefits

Paid child birth benefits

401(k) Retirement Plan with company 2x

Tuition Assistance

Paid Holidays

Vacation

Sick time

Early Access to benefits after 30 days

Job summary

Airgas in Tulsa, OK is seeking a Customer Experience Manager in Collections to lead CX Supervisors and Collections Specialists, drive DSO reduction, and protect customer relationships across the portfolio.

The role serves as the operational liaison between regional collections teams and the Central Division, communicating performance and aging trends to senior executives while shaping cash-collection strategies.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Accounting or related field.
• 5+ years leading Back Office, Accounts Receivable, Collections and Customer Service in a multi-business unit environment.
• 3+ years motivating and leading high-performing teams.

Responsibilities

• Lead and oversee the regional collections organization, directly managing CX Supervisors and Collections Specialists.
• Serve as the primary liaison between regional collections and Central Division Business Service Center.
• Communicate cash collection performance, DSO trends, aging risks, and portfolio strategies to senior executives.
• Establish team accountability for KPI targets (DSO reduction, cash flow) set by leadership.
• Provide coaching and performance management to foster a high-performing team.
• Collaborate with Customer Resolution Manager and CX Project Manager to clear payment roadblocks.
• Balance firm collection efforts with a customer-centric approach to protect retention.

Skills

Leadership

Accounts Receivable

Collections

Cross-functional

Strategic thinking

Travel

Education

Bachelor’s degree in Business Administration, Finance, Accounting

Tools

SAP

ERP systems

Job description

R10099207 Customer Experience Manager (CXM) - Collections (Open)

Location:

Tulsa, OK - W. 7th St. - Management

How will you CONTRIBUTE and GROW?

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

Airgas is Hiring for a Customer Experience Manager in Tulsa, OK!

We are looking for you !

• Comprehensive Family Benefits: Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.

• Support for Parents: We offer up to 14-week paid child birth benefits to support growing families.

• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.

• Early Access: Your benefits start after just 30 days of employment.

The Collections Manager is a key leadership position that oversees a team of CX Supervisors and Customer Experience/Collections Specialists primarily responsible for overdue account management, cash acceleration, and portfolio risk mitigation. The Collections Manager will act as the primary point of contact between regional CX teams, credit/AR teams, and regional leadership regarding collections performance and portfolio aging trends. This position develops and executes strategies to reduce Days Sales Outstanding (DSO), minimize past-due balances, and preserve customer relationships while working closely with the Customer Resolution Manager.

• Lead and oversee the regional collections organization, directly managing CX Supervisors and Collections Specialists.

• Serve as the primary operational liaison between the regional collections team and the Central Division Business Service Center.

• Communicate cash collection performance, DSO trends, aging account risks, and portfolio strategies regularly to senior executives.

• Establish team accountability for key performance metrics (e.g., DSO reduction, cash flow targets, aging balance recovery) set by Division leadership.

• Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing collections team.

• Partner cross-functionally with the Customer Resolution Manager, CX Project Manager, and field operations to clear payment roadblocks and streamline the cash collection workflow.

• Balance firm collection efforts with a customer-centric mindset to protect customer retention and advocacy throughout the payment process.

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Are you a MATCH?

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.

• 5+ years leading Back Office, Accounts Receivable, Collections functions, Customer Service in a multi-business unit distribution environment.

• 3+ years motivating, influencing, and leading high-performing teams.

Knowledge, Skills, and Abilities

• Strong leadership skills to direct local and virtual teams, aligning with core business values.

• Collaborative ability to connect with and influence leadership across a matrix environment.

• Strategic thinker with strong problem‑solving skills focused on cash flow optimization and risk management.

• High proficiency in Google Suite (Docs, Sheets, Slides, Gmail, Meets) and Microsoft Office.

• Experience with SAP and integrated ERP/financial reporting systems is a plus.

• Ability to travel on a periodic basis.

________________________

Benefits

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre‑tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full‑time employees.

Additionally, we offer our eligible employees a 401k plan with company