Sr Manager of Global Billing

• 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.

• 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.

• 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

Ingram Micro