Senior Manager Billing Operations

POSITION SUMMARY:  The Senior Manager, Billing Operations has enterprise-wide responsibility to spearhead the strategic transformation of our billing operations infrastructure. This pivotal role requires a proven leader who can architect scalable process solutions while driving organizational change management across multiple business units. The successful candidate will serve as the primary catalyst for our billing optimization initiative, ensuring seamless integration of standardized workflows that position us for future automation and digital transformation.

PRINCIPAL RESPONSIBILITIES:

·       Owns end-to-end assessment and redesign of existing billing workflows, identifying optimization opportunities and developing comprehensive process documentation.

·       Creates scalable, standardized billing processes that align with enterprise objectives and support projected business growth.

·       Executes comprehensive root cause analysis on billing discrepancies, processing delays, and customer disputes to identify underlying systemic issues.

·       Designs future-state workflows optimized for digital integration, eliminating manual intervention points and reducing processing cycle times.

·       Collaborates with Information Technology and vendor partners to evaluate, select, and implement process automation solutions.

·       Establishes integration requirements and testing protocols for new technology implementations.

·       Leads multi-disciplinary project teams through complex process transformation initiatives, ensuring stakeholder alignment and successful adoption.

·       Facilitates executive-level presentations and working sessions to secure organizational buy-in and resource allocation.

·       Coaches and mentors field billing teams, through transition periods and beyond, by delivering ongoing training, reinforcing process adherence, and fostering a culture of continuous improvement to support behavioral change and operational consistency.

·       Establishes process governance frameworks and quality assurance protocols that align with internal controls and SOX requirements to ensure sustainable implementation and risk mitigation across billing operations.

·       Develops and implements corrective action plans that address process gaps while establishing preventive controls.

·       Creates escalation protocols and exception handling procedures to minimize operational disruptions.

·       Develops comprehensive KPI frameworks to measure process effectiveness, efficiency, and quality outcomes, translating billing process data into actionable insights, and demonstrating business impact.

·       Creates executive dashboards and reporting mechanisms to track transformation progress and demonstrate ROI.

·       Leads regular business reviews with senior leadership to communicate achievements, challenges, and strategic recommendations.

KNOWLEDGE, SKILLS, & ABILITIES:

·       Advanced proficiency in process improvement methodologies (Lean Six Sigma certification preferred).

·       Hands-on experience with enterprise billing systems, ERP platforms, and workflow automation tools.

·       Strong analytical capabilities with expertise in data analysis, process mapping, and performance metrics development.t

·       Working knowledge of compliance requirements and internal controls related to billing and revenue recognition.

·       Exceptional executive presence with ability to influence and drive consensus acro