Billing Operations Manager

PURPOSE AND SCOPE

Lead the Central Billing team that finalizes billing for all North American service work orders. You’ll own accurate, timely invoicing, credit-card processing, invoice distribution, and proactive PO capture—primarily across Salesforce/ServiceMax & JDE Enterprise One platforms. Most importantly, you’ll motivate and develop a team of billers, set clear performance objectives, and drive continuous improvement and automation in partnership with Collections, District Operations, and Administrative Support teams.

This position will be based out of our Charlotte, NC office.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

People Leadership

• Set team goals, SLAs/KPIs, and performance standards; run regular 1:1s and team huddles.
• Coach, mentor, hire, and develop billers; build training plans and support guides.
• Balance queues and coverage; audit work for quality and provide actionable feedback.
• Celebrate wins and hold the team accountable for results and customer experience.

Billing Operations

• Oversee end-to-end finalization of service work orders, ensuring closeout data (labor, parts, rates, taxes, etc.) is complete and correct before posting.
• Drive PO capture for work completed without POs; log outreach and outcomes in Salesforce; resolve exceptions.
• Process and reconcile credit-card transactions with strong controls.
• Monitor and clear unbilled WIP; prevent stale WOs and reduce rework.

Process Improvement & Automation

• Standardize and optimize the billing process to include partnering with upstream teams to ensure quality data and streamlined process.
• Reduce cycle time and errors; improve first-pass yield.
• Maintain SOPs, knowledge base, and training materials.

Cross-Functional Collaboration

• Maintaining compliance to Arbon Quality Business Processes as they pertain to administrative procedures, and escalating issues that relate to other areas to the appropriate manager for resolution.
• Working with Leadership, develops performance metrics for the department and monitors performance of assigned staff, taking action to correct performance shortfalls in a timely and professional manner.
• Work with Collections on disputes/short-pays; feed root causes back to Operations.
• Partner with District Operations & Administrative teams to improve field closeout quality (POs, time/parts accuracy, attachments).
• Coordinate with IT/Systems on enhancements, defects, and release readiness.
• Assists other managers in staffing activities. May conduct initial screening interviews for off-site managers, as needed.

SUPERVISORY RESPONSIBILITIES:

Directly supervises 10-20 administrative staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

REQUIRED COMPETENCIES

• People-first leadership, coaching, and accountability
• Customer focus and problem solving
• Process rigor and attention to detail
• Collaboration and influence without authority
• Data-driven decision making and bias for action

REQUIRED EDUCATION & EXPERIENCE

• Associate’s Degree or equivalent from two-year college or technical school; or three or more years related experience and/or training; or equivalent combination of education and experience.
• Four or more years of management and/or demonstrated leadership experience

REQUIRED KNOWLEDGE / SKILLS:

• Strong organizational skills: able to manage deadlines, high volume work and multiple processes/projects, interdependencies of other functions, and strong attention to detail and accuracy.
• Strong capacity for prioritizing multiple work streams in a fast-paced environment; good judgment in escalations and decision-making, demonstrated problem-solving / troubleshooting mindset
• Professionalism, integrity, and confidentiality in leading employees and working with business and customer data.
• Experience managing reporting and responding and solutioning to trends: dashboards, KPIs, budgets.
• Excellent verbal & written communication and customer service skills; ability to communicate with all levels of stakeholders.

Arbon Equipment – A Rite-Hite Company is the global leader in the manufacture and distribution of industrial loading dock and door equipment.  Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff.  We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.

Arbon Equipment – A Rite-Hite Company provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.