Senior Manager, Billing Operations

On a typical day, you might:

• Oversee the billing team and global health of end-to-end billing processes, ensuring timely, accurate, and compliant invoicing across all regions.
• Lead the charge in optimizing our order-to-cash processes, identifying and removing blockers and manual tasks to achieve operational excellence.
• Serve as the primary escalation point for billing inquiries and disputes, ensuring the team maintains an excellent customer experience throughout the cycle.
• Provide process improvement and insight to drive more effective reactions to customer support billing escalations.
• Monitor billing cycles and manage dunning processes, handling complex exceptions or disputes when escalated by support for deeper analysis.
• Develop strategies to leverage AI and automation to drive efficiencies and improve billing resolution quality, speed, and customer satisfaction.
• Cultivate strong cross-functional relationships to ensure billing strategies are perfectly aligned with our broader organizational objectives.
• Act as the internal expert and champion for billing functionality and strategies, serving as a consultant for both domestic and global methods.
• Hire, train, and mentor a team that fosters a culture of accountability, collaboration, and continuous professional improvement.
• Develop the billing operations organization by defining OKRs, clarifying priorities, and driving results through dedicated mentorship and coaching.
• Build and manage relationships with external payment partners to ensure we are maximizing performance and staying ahead of industry trends.
• Provide structure for complex customer contracting and specialized billing requirements to support our diverse business needs.

The ideal candidate will bring:

• 8+ years of progressive experience in billing and order-to-cash operations, with at least 5+ years in a leadership role—ideally within the e-commerce, subscription, or fintech industries.
• Proven success leading global billing operations within a multinational company, demonstrating a deep understanding of international invoicing, health, and compliance.
• Expertise in ERP and billing platforms, specifically including hands-on experience with NetSuite, Zuora, and Zendesk, to drive platform optimization.
• Strong knowledge of revenue recognition and billing compliance, ensuring all processes remain accurate and audit-ready.
• Exceptional analytical and problem-solving skills, with the talent to assess complex payment issues and distill data into clear, actionable strategies.
• Experience serving diverse segments, including both high-volume SMB consumers and complex reseller channels.
• Excellent communication and relationship-building skills, with a proven ability to articulate complex financial concepts to stakeholders and nurture high-value partnerships with external payment groups.