Supervisor, Billing Operations

Summary

Join Twilio as the next Supervisor, Billing Operations, supporting the order management and billing function. You will collaborate with Deal Operations, Revenue Accounting, and Sales to ensure timely invoicing. This role involves supervising an international team of analysts based in India, partnering with global team members in India, Ireland, and the US. Responsibilities include leading the team, resolving customer inquiries, reviewing contract validation, performing SOX-compliant reconciliations, supporting audits, and participating in process improvements. The position requires 5+ years of billing operations experience, proficiency in Zuora, Salesforce, and Excel, and strong communication and analytical skills. The role is remote and based in India with occasional travel.

Requirements

• 5+ years experience in a billing operations role
• Experience with Zuora, and Salesforce
• Experience with supporting team members from a supervisory standpoint
• Excellent communication skills for internal and external stakeholders
• Proficiency in Excel
• Strong attention to detail
• Ability to prioritize and multitask throughout high volume order processing
• Ability to identify, analyze, and resolve issues independently
• Collaborative working style and experience working cross-functionally
• Ability to support flexible timezone meetings periodically

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

Preferred Qualifications

• Experience working in the SaaS/technology industry
• Experience working with an international team
• Knowledge of and experience with SOX controls

Benefits

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