Manager of Customer Operations – Billing

Do you thrive in an environment that demands attention to detail and accuracy while operating under demanding timelines?  Are you constantly evaluating processes and looking for ways to improve them?  Do you enjoy driving change? Do you enjoy leading and motivating individuals to be their very best and to achieve more than they think they are capable of?  Can you get a team to be inspired and intrinsically motivated to continually surpass the status quo?  Are you passionate about creating an environment where you set a vision for a team and help them develop to reach that vision? Then the Manager of Customer Operations – Billing position may be the perfect fit for you!

The Manager of Customer Operations – Billing leads a team that is responsible for providing oversight, monitoring, and exception management of the billing function.  You will look for ways to improve our systems, processes, and policies to reduce operations exceptions, ultimately improving operational efficiency and the customer experience.  Your effective and timely management of our billing processes will ensure that they do not have a negative impact to our customer experience.  You are responsible for understanding the drivers of employee and customer dissatisfaction and working across departments to implement strategies that improve the employee experience, customer experience, and operational efficiency. 

Are you a fit?

A successful candidate for this role likes to plan and organize a team to achieve results and meet competing priorities.  You like working with data to help you manage the business and measure performance.  Employee development is a priority.  You set clear expectations and inspire and motivate employees to give their best every day.  You foster an environment of supporting colleagues and ensuring an open and inclusive environment. You work closely with cross-functional teams to quickly address issues that create poor experiences for employees and customers. You also have a proven track record of delivering outstanding results through others and improving processes.

Other Stuff we like:

• Bachelor’s Degree in Business, Engineering or related field.
• Strong critical thinking skills.
• Attention to detail and ability to quickly identify irregularities.
• Proficient skills with Excel, Word, and PowerPoint.
• Prefer experience with Oracle Customer Information Systems, SQL, Python, and process automation potentially including Robotic Process Automation and AI.

More details on what you would be responsible for:

Business Operations

• Manage a team of billing specialists and coordinators that provide oversight, monitoring and exception management of the customer billing process.
• Partner with analysts to measure and report KPIs to ensure work is processed in timely and accurate manner.
• Identify opportunities to reduce operations exceptions and work with business partners to develop and implement solutions.
• Establish and improve QA processes to monitor work quality and assess when training or performance management is needed.
• Research billing issues and partner with the Customer Experience Team as needed to ensure a customer-focused resolution.
• Develop and maintain process documents for all team tasks.
• Execute routine operations processes.

Team Leadership

• Provide vision, leadership, planning, and management to facilitate running an effective and efficient team that delivers exceptional service.
• Lead the development of strategic plans to ensure we have a path for continuous improvement resulting in operational costs savings and/or improvements in the customer experience.
• Maintain staffing model and recommend changes to staffing as needed.
• Promote proactive approaches to solving business needs and problems.
• Develop and manage a strong team through the hiring of diverse and skilled talent, strong performance management and personnel development, and clear goal setting and results tracking.
• Set performance standards and hold team members accountable.