Director, Billing

About Us

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. We have over 2,700+ stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Spain, and Australia. 90% of Planet Fitness stores are owned and operated by independent franchisees.

 

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!) in everything they do.

 

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events! It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of!

 

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

Overview

We are looking for a highly organized and strategic Billing Director to lead our system-wide billing process across two critical revenue streams: subscription member billing and franchisee billing. This individual will oversee the day-to-day billing operations systemwide to ensure accurate, timely, and transparent billing to both our members and our franchisees, while also supporting scalability, compliance and data integrity of the billing function. The ideal candidate will successfully collaborate cross-functionally with Technology, Operations and Finance to define and transform billing processes, collection strategy and customer experience.

 

This is a hybrid role based out of our Hampton, NH office.

Responsibilities

Leads Subscription (Member) Billing

• Ownership of the end-to-end billing cycle for system-wide PF club members, currently over 20 million members and growing.
• Oversee recurring billing processes, membership subscription amendments, and payment dispute resolution
• Ensure accuracy in billing based on standard membership price offerings, promotions, discounts, taxes or other factors, including consideration for member status and preferred billing method.
• Partner with Operations, Technology, and Product-team resources to ensure seamless billing across the member lifecycle (join, upgrade, downgrade, transfer, freeze, cancel, etc.).
• Establish and monitor key billing metrics and reporting

Franchisee Billing

• Oversee bi-monthly Franchise billing cycle, including managing corrections, credits, and payment processing. Ensure consistency across multiple billing countries/currencies.
• Monitor accuracy and consistency of Franchisee invoicing process and facilitate responses to billing inquiries or exceptions quickly and accurately.
• Ensure billing structures and subscription configurations align with current franchise agreements and business rules. Support any audits or reviews to validate billing compliance with existing contracts and agreements.
• Collaborate with Franchise Operations and Legal teams to reflect contractual changes in billing on a timely basis.

Billing System Maintenance & Oversight

• Serve as the business owner & subject matter expert for the billing process, ensuring internal and 3rd party system configurations support both subscription and franchisee billing models. This includes ensuring a scalable product catalog reflecting all required fee types.
• Coordinate with Tech and Operations to maintain integrations between internal and 3rd party systems
• Drive automation of billing tasks and reduce manual processes to improve accuracy and efficiency.
• Oversee data integrity for billing-related records, including member subscriptions, billing schedules and other membership product setup to support accuracy of both member billing and Franchisee billing activities.
• Contribute to the creation and validation of data mapping logic across systems and perform data QA testing and reconciliation.
• Suppor