Readiness Manager (Customer Experience Operations)

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, we’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

BILL is seeking a dynamic, result oriented individual to join the Customer Experience Operations (CXO) Team. In collaboration with CXO leaders and cross-functional teams across BILL, the CXO Readiness Manager is responsible for ensuring that BILL customers enjoy a seamless experience on day one. This role combines the rigor of operational excellence with the passion of customer happiness.

Key Responsibilities:

• Develop and implement readiness strategies, coordinate with CXO Leaders and cross functional teams to ensure comprehensive readiness for respective areas of responsibilities. 
• Contribute and refine SOPs to ensure consistent and efficient launches, including regular reviews and updates to reflect process and organizational changes.
• Develop communication plans to ensure all stakeholders are informed. 
• Facilitate and drive meetings with all stakeholders.
• Identify risks associated with rollouts, develop mitigation plans to reduce impact or probabilities of risks. 
• Ensure staff and agents understand and can effectively communicate impacts, features, and benefits of new releases to customers. 
• Track rollout and operations performance based on KPI’s (time to launch, customer effort scores, resolution time)
• Lead retrospectives to identify gaps in process, related to product launch and communication for continuous improvement.

We'd love to chat if you have:

• 2+ years of experience in support, product launches, and organizational planning.
• Experience using JIRA and Asana for project management.
• Strong risk management skills related to project management.
• Proven ability to manage multiple projects and deadlines effectively.
• Experience working cross-functionally with diverse teams.
• Strong problem-solving skills with a focus on scalable solutions.
• Effective communication and presentation skills.

Preferred Qualifications:

• Project Management Professional (PMP) certification

This Draper, UT-based hybrid role requires in-office work (Mon, Tues, Thurs). Candidates must be U.S. work authorized with no current or future sponsorship needs and live within 45 miles of Draper or relocate by the start date.

The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range$76,900—$91,900 USD

What’s in it for you? 

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well. 

Here is a preview of some of the amazing benefits here at BILL:

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts 
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays