Senior Manager, Billing Operations

Summary

Join Twilio as our next Senior Manager, Billing Operations and drive operational excellence in our billing operations. You will spearhead our Order-to-Cash process across multiple business lines, optimizing processes and systems. Leading a global team, you will shape strategy, policies, and procedures, ensuring compliance and continuous improvement. You will work with various stakeholders to tackle billing challenges and develop enhancements. This role requires extensive experience in order-to-cash processes, Zuora, and strong leadership skills. Twilio offers competitive pay, generous time-off, parental and wellness leave, healthcare, and a retirement savings program.

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

• 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

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

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program
• Health care insurance
• 401(k) retirement account
• Paid sick time
• Paid personal time off
• Paid parental leave