Sr Manager of Global Billing
Sr Manager of Global Billing
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Job Description
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Job Description:
The Senior Manager of Global Billing plays a pivotal role in leading strategic initiatives guiding teams across regions and driving cross functional alignment for a complex domain. This senior-level role ensures seamless customer experiences related to billing inquiries dispute resolution and payment processes. You will oversee regional support teams define scalable processes and partner cross-functionally with Billing Finance Product and Engineering to drive operational excellence and customer satisfaction.
Key Responsibilities:
- Own strategic planning and execution for billing support operations including issue resolution escalation workflows and Service Level Objectives
- Define and implement processes that improve billing accuracy reduce resolution time and enhance customer satisfaction (CSAT).
- Partner with Finance Billing Operations Product and Engineering to drive automation reduce ticket volume and resolve root causes.
- Act as the voice of the customer on billing pain points influencing cross-functional roadmaps.
- Develop and track key performance indicators (e.g. backlog reduction CSAT resolution times).
- Represent the department in senior leadership discussions and planning sessions.
- Translate organizational goals into actionable department-level initiatives.
- Use data and KPIs to guide decision-making performance optimization capacity planning and bench strength development.
- Responsible for ticket volume reductions Cost to Serve reduction Optimization initiatives streamlined processes skill development and innovation.
- Own department-level budgeting forecasting and headcount planning.
- Foster a high-performance culture focused on outcomes collaboration and growth.
- Coach and develop team leaders and high-potential talent across the function.
- Consistently achieve organizational objectives and drive accountability and expectations with direct reports to ensure specific performance standards and measurements are established and met
- Scope analyze and complete cross functional projects and processes that will improve the customer experience and key performance metrics
- Should be able to work independently and manage remotely while also ensuring his/her team is collectively progressing.
- Ensure procedures and internal controls are followed in compliance with support policies
- Serve as an escalation point for customer facing complex billing inquiries and disputes.
- Support audits and internal reviews by providing documentation and insights into billing processes.
Required Qualifications:
- Bachelors degree in Finance Accounting Business or related field (MBA or CPA preferred).
- 8 years of experience in billing finance operations or revenue management with at least 3 years in a senior leadership capacity.
- Deep knowledge of billing practices across global markets.
- Experience with ERP and billing systems (Required: SAP).
- Strong analytical communication and problem-solving skills.
- Proven track record of managing global teams and driving operational excellence.
Preferred Qualifications:
- Experience in SaaS fintech or subscription-based businesses.
- Change management or process improvement certification (e.g. Lean Six Sigma).
- Experience with tools such as Zendesk
Required Experience:
Exec
Employment Type
Full-Time
