Order Management & Billing - Lead

Responsibilities

• Own day-to-day Order Management and Billing Operations, including order processing, provisioning readiness, invoicing, and issue resolution.
• Lead the operating cadence with BPO and external delivery teams, covering workload prioritization, queue management, service levels, escalations, and issue resolution.
• Build and own BPO enablement through SOPs, playbooks, training, office hours, knowledge assessments, and feedback loops.
• Establish governance, ownership, quality reviews, service levels, and performance expectations across Order Management and Billing workflows.
• Implement process, system, AI, and automation improvements to increase touchless processing and reduce rework, manual intervention, and billing issues.
• Partner with Revenue Systems, Revenue Accounting, Product, Engineering, GTM, Legal, and Deal Desk to align order, provisioning, usage, billing, and ERP processes.
• Own operational controls and segregation of duties, including approvals, reconciliations, exception management, documentation, and accountability.
• Ensure billing and usage completeness during month-end close, including accurate capture and reconciliation of orders, pricing, credits, usage, and invoices.
• Define and monitor operational metrics such as billing accuracy, cycle time, backlog, service levels, touchless processing, exception rates, close readiness, escalations, and BPO quality.
• Own the quarterly operating roadmap and capacity plan, balancing execution, month-end close, launches, risk, and process improvements.
• Identify systemic risks and recurring failures through data analysis and root-cause analysis, then drive durable corrective actions.
• Lead operational reviews with BPO and cross-functional stakeholders, communicating performance, risks, decisions, and actions.
• Provide subject-matter leadership and coaching to internal and BPO teams.
• Serve as the senior escalation point for Order Management and Billing issues, assessing financial and customer impact and coordinating resolution.

Requirements

• 10+ years of progressive experience across Order-to-Cash, Order Management, and Billing Operations in a SaaS, enterprise software, or high-growth technology environment.
• 5+ years leading operational delivery across Global Shared Services or internal teams, with experience in governance, enablement, performance accountability, and scalable Order-to-Cash execution.
• Expert knowledge of enterprise SaaS Order-to-Cash processes across subscription, usage-based, hybrid, and other complex monetization models.
• Hands-on experience with CPQ, ERP, billing, and payment platforms.
• Experience with order review, provisioning readiness, usage validation, invoicing, credits and rebills, reconciliations, and exception management.
• Working knowledge of ASC 606 and experience with month-end close, billing and usage reconciliations, SOX controls, and audit-ready operations.
• Experience leading large-scale, cross-functional OTC initiatives from strategy and business-case development through implementation and measurable results.
• Ability to influence senior stakeholders, communicate complex issues clearly, and drive decisions without direct authority.
• Strong data fluency and ability to use operational metrics and analysis to identify root causes, evaluate tradeoffs, and guide investment decisions.
• Ability to establish direction in ambiguous environments and balance customer experience, financial accuracy, controls, and speed at scale.

Nice to Have

• Experience with Salesforce, Oracle Fusion, NetSuite, Stripe, Metronome, or comparable systems.
• SQL or equivalent data-analysis experience.

Compensation and Benefits

• Hybrid work model requiring three days per week in the San Francisco office.
• Relocation assistance is available for new employees.