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 ObjectivesDefine 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 metScope, analyze, and complete cross functional projects and processes that will improve the customer experience and key performance metricsShould 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 policiesServe 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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