Billing Operations Supervisor

Summary

Join Twilio's Segment product team as a Supervisor, Billing Operations! This role supports order management and billing, working closely with various teams to ensure accurate and timely invoicing. You will lead an international team of analysts based in the Philippines, collaborating with global colleagues. Responsibilities include overseeing order processing, resolving customer inquiries, contract validation, SOX compliance, and process improvement. The ideal candidate possesses extensive order-to-cash experience, strong analytical skills, and proven leadership abilities. Twilio offers a remote-first work environment and competitive benefits.

Requirements

• 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

Responsibilities

• Lead and supervise an international team of analysts in order management and billing operations to ensure timely and accurate order processing, including invoice generation
• Respond to or provide resolutions for internal and external customer inquiries in a timely manner, including handling escalations from billing, collections and order management analysts
• Review validation of customer contracts across multiple systems to ensure accuracy of financial data in each system and to ensure accurate and timely provisioning of contracts prepared by analysts
• Execute and own SOX compliant month end reconciliations over billing and provisioning, ensuring completeness and accuracy
• Support quarterly and annual inquiries, requests, and activities originating from our external and internal auditors and tax consultants
• Participate in and coordinate new process implementations, operational improvements, system enhancements, and training new team members
• 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

Preferred Qualifications

• 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

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program