Senior Director, Accounting Operations (OTC)

About Dialpad

Ai that means business

Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the role

The Sr. Director, Accounting Operations (OTC) is responsible for managing the billing, collection, billing support and user fraud teams to ensure timely and accurate billing processes and month-end closes, efficient collection of outstanding accounts, timely and accurate resolution of billing and collection support enquiries, and compliance with financial policies and procedures. This role involves developing and implementing strategies to improve billing efficiency, reduce outstanding receivables, resolve billing and support enquiries, and enhance overall financial performance.

This position will oversee a global team. This is a hybrid position located in the [Austin, TX or Tempe, AZ] office, with occasional travel requirements to other Dialpad offices in the US and internationally.

The Sr. Director, Accounting Operations (OTC) will partner closely with other cross-functional teams in Dialpad, including Revenue, Corporate Accounting, Customer Success, FP&A, Business Transformation, Legal, Deals Desk/Orders, Revenue Operations, Customer Support, and Product Engineering, to improve the billing and collection process, and customer experience.

What you’ll do 

• Leadership and Management:
• Lead and supervise the overall team, including hiring, training, performance evaluation, and professional development
• Develop and implement departmental policies, procedures, and performance standards
• Foster a positive and productive work environment, promoting teamwork and continuous improvement
• Billing:
• Oversee the preparation, issuance, and tracking of invoices to ensure accuracy, completeness and timeliness
• Implement and maintain the NetSuite SuiteBilling module and processes to streamline operations and improve efficiency
• Monitor billing cycles and address any discrepancies or delays
• Escalation point for resolving customer related billing disputes
• Lead process improvement projects and other system implementation projects related to the billing cycle
• Collection:
• Develop and execute collection strategies to minimize outstanding receivables and reduce bad debt
• Monitor accounts receivable aging reports and take appropriate action on delinquent accounts
• Negotiate payment plans and settlements with customers as necessary
• Lead process improvement and other system implementation projects related to the collection and cash application cycle
• Partner with FP&A to build and maintain the collection forecast model
• Lead the team to meet collection goals
• Billing Support and Fraud
• Lead and supervise the team responsible for initially receiving and addressing customer and internal enquiries about invoices and payments, as well as working with other Dialpad teams to identify, mitigate and resolve user fraud issues
• Monitor team performance and response cycle times and address any gaps or delays
• Collaborate with other Dialpad teams to identify areas for improvement in the product to minimize customer billing and payment issues
• Lead process improvement projects and other system implementation projects related to the billing support and user fraud areas
• Financial Close:
• Oversee the monthly billing and AR close process to meet corporate accounting close timelines
• Supervise the process for determining bad debt allowance
• Collaborate with the revenue team to ensure accurate revenue recognition and reporting
• Financial Reporting and Analysis:
• Prepare regular reports on billing and collection performance, including key metrics and trends
• Analyze financial data to identify areas for improvement and implement corrective actions
• Collaborate with the finance team to prepare billing and collection forecasts and update them timely
• Compliance and Risk Management:
• Ensure complian