Senior Manager, Billing Operations

Chicago · Chicago · (chicago)Full-timesenior

OperationsOperations Manager

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Overview

As our next Senior Manager, Billing Operations, you’ll lead the global billing team, optimize end-to-end order-to-cash processes for accuracy and efficiency, ensure compliance,

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OperationsOperations Manager

As our next Senior Manager, Billing Operations, you’ll lead the global billing team, optimize end-to-end order-to-cash processes for accuracy and efficiency, ensure compliance, and drive continuous process improvement through technology and strategic cross-functional collaboration. At ActiveCampaign, we believe the billing experience is a vital part of the customer journey, and you will be at the forefront of ensuring that journey is seamless, automated, and scalable. You will lead and develop a talented global team, partnering directly with Finance, Technology, and Sales leadership to translate complex billing requirements into elegant, automated financial outcomes. This isn't just about oversight; it’s about driving the strategy that fuels our global growth and seeing your innovations directly improve both our operational efficiency and the experience of our customers worldwide.

Oversee the billing team and global health of end-to-end billing processes, ensuring timely, accurate, and compliant invoicing across all regions.

Lead the charge in optimizing our order-to-cash processes, identifying and removing blockers and manual tasks to achieve operational excellence.

Serve as the primary escalation point for billing inquiries and disputes, ensuring the team maintains an excellent customer experience throughout the cycle.

Provide process improvement and insight to drive more effective reactions to customer support billing escalations.

Monitor billing cycles and manage dunning processes, handling complex exceptions or disputes when escalated by support for deeper analysis.

Develop strategies to leverage AI and automation to drive efficiencies and improve billing resolution quality, speed, and customer satisfaction.

Cultivate strong cross-functional relationships to ensure billing strategies are perfectly aligned with our broader organizational objectives.

Act as the internal expert and champion for billing functionality and strategies, serving as a consultant for both domestic and global methods.

Hire, train, and mentor a team that fosters a culture of accountability, collaboration, and continuous professional improvement.

Develop the billing operations organization by defining OKRs, clarifying priorities, and driving results through dedicated mentorship and coaching.

Build and manage relationships with external payment partners to ensure we are maximizing performance and staying ahead of industry trends.

Provide structure for complex customer contracting and specialized billing requirements to support our diverse business needs.

8+ years of progressive experience in billing and order-to-cash operations, with at least 5+ years in a leadership role—ideally within the e-commerce, subscription, or fintech industries.

Proven success leading global billing operations within a multinational company, demonstrating a deep understanding of international invoicing, health, and compliance.

Expertise in ERP and billing platforms, specifically including hands-on experience with NetSuite, Zuora, and Zendesk, to drive platform optimization.

Strong knowledge of revenue recognition and billing compliance, ensuring all processes remain accurate and audit-ready.

Exceptional analytical and problem-solving skills, with the talent to assess complex payment issues and distill data into clear, actionable strategies.

Experience serving diverse segments, including both high-volume SMB consumers and complex reseller channels.

Excellent communication and relationship-building skills, with a proven ability to articulate complex financial concepts to stakeholders and nurture high-value partnerships with external payment groups.