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.
* 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 :
* Bachelor’s 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
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