Customer Experience Manager (CXM) - Collections

AIRGAS INC AND SUBSIDIARIES; Tulsa (OK); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive Family Benefits

Support for Parents

Future Security

Early Access

Job summary

Airgas in Tulsa, OK is seeking a Customer Experience Manager who will lead regional collections, supervise CX staff, and partner with credit/AR teams to optimize cash flow.

You will drive DSO reduction, enhance aging management, and protect customer relationships while coordinating with divisional leadership and field operations.

Qualifications

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

Responsibilities

• Lead regional collections organization and manage CX Supervisors and Collections Specialists.
• Serve as liaison between regional collections team and Central Division teams.
• Communicate cash collection performance, DSO trends, aging balances, and portfolio strategies to executives.
• Establish team accountability for DSO reduction and cash flow targets.
• Provide coaching and performance management to foster a high-performing team.
• Partner with Customer Resolution Manager and field operations to clear payment roadblocks.
• Balance firm collections with a customer-centric approach to protect retention.

Skills

Leadership

Accounts Receivable

Customer Service

Team Management

Communication

SAP

ERP systems

Travel

Education

Bachelor's degree in Business Administration, Finance, Accounting, or a related field

Tools

SAP

ERP/Financial Reporting Systems

Job description

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

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 matching funds, tuition reimbursement, discounted college tuition for eligible employees' dependents, and an Airgas Scholarship Program for dependent children.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

Your DIFFERENCES enhance our PERFORMANCE

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

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you'll find a welcoming workplace where you're valued for who you are and where you can fill your potential while growing a fulfilling career - whatever path you choose.

Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.

Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at [e-mail].