Senior Manager, Billing Operations

About the job

This position is needed to drive operational excellence in our billing operations. We are seeking a dynamic and experienced leader to spearhead our Order-to-Cash process across multiple business lines. As the Senior Manager, Billing Operations, you will play a critical role in optimizing processes and systems. You’ll lead a global team of managers and individual contributors, shape the strategy, policies, and procedures while ensuring compliance, data integrity, and continuous process improvement.

Responsibilities

In this role, you’ll:

• Oversee the end-to-end spectrum of billing operations, ensuring an accurate, efficient, and compliant process.
• Develop and implement comprehensive strategic plans, policies, and procedures in alignment with the company’s long-term goals.
• Optimize and manage the effectiveness of Zuora Billing systems, ensuring stability, reliability, and performance proactively.
• Drive continuous systems and process improvement with an automation first bias.
• Ensure all billing-related processes are in compliance with audit requirements. Proactively assessing and seeking process optimization alignment with control objectives.
• Oversee response to internal or external audit requests with speed and precision.
• Work closely with Deal Desk, Customer Support, Accounting, Engineering, Sales, and other internal stakeholders to tackle complex billing challenges, and develop enhancements to improve efficiency and effectiveness.
• Build ad hoc custom Zuora reports and queries to support internal initiatives, respond to customer billing disputes, etc.
• Provide strategic insights and guidance on alignment with the organization’s objectives, identifying opportunities for growth and improvement.
• Develop and monitor key operational metrics to synthesize into meaningful reporting and recommendations to relevant stakeholders.
• Lead, motivate, and support the global team to achieve peak performance and productivity.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Minimum of 7+ years of relevant order-to-cash experience, including a minimum of 5+ years managing a billing team
• Solid working knowledge of business systems, particularly Zuora (minimum of 3+ years experience), Salesforce CRM, Avalara, and Oracle Fusion
• Strong analytical and problem-solving skills and proven ability to perform strategic planning and priority setting to navigate complex billing scenarios and drive continuous improvement
• Demonstrated track record of improving processes, solving complex problems, and implementing solutions that enhance operational efficiency and compliance
• Strong leadership skills, with the ability to coach, motivate, and inspire the team to achieve excellence
• Excellent verbal and written communication skills and proven ability to collaborate effectively with cross-functional teams
• Demonstrated resilience, adaptability, and capacity adhering to firm deadlines while working under pressure
• Advanced ability to interpret and manipulate large datasets, including advanced proficiency in Microsoft Excel
• Strong knowledge and understanding of SOX controls

Desired:

• Bachelor’s degree in Finance, Accounting or related field
• Experience managing a regionally distributed team
• Experience with high-growth technology companies, preferably in SaaS.
• Proficiency in the Google Suite (Gmail, Docs, Sheets, etc.), and familiarity with Slack