Sr Manager of Global Billing

hace 2 días

Santander, España Ingram Micro A tiempo completo

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 Objectives
- Define 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 met
- Scope, analyze, and complete cross functional projects and processes that will improve the customer experience and key performance metrics
- Should 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 policies
- Serve 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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