Order to Cash Operations Manager

Finance Alpharetta , Georgia


Position at HotSchedules

Join the HotSchedules team as our….Order to Cash Operations Manager:

This role will report to the Director, Revenue & Billing and will be part of our corporate accounting team. The Order to Cash Operations Manager is dedicated to ensuring our contract processing, customer cancellations routines, client invoicing processes, and customer case management functions are executed timely and accurately.  You will perform all billing and invoicing functions, analyze contract terms, and maintain customer accounts while automating and improving the Order to Cash process.


  • Manage a team of up to eight junior and senior level individual contributors and team leaders
  • Serve as a primary business partner to the Client Onboarding, Business Applications, and Commercial Operations organizations
  • Ensure the timely processing of customer opportunities in accordance with established SLAs
  • Lead customer case resolutions in accordance with published SLAs and perform quality assurance audits on closed cases
  • Process customer renewals, price uplifts, and compressions
  • Own the O2C billing and invoicing process for our SaaS business
  • Monitor SFDC Billing Support Request Queue and personally resolve and/or collaborate on issues with other Billing and Collection team members
  • Manage the customer credit granting process
  • Handle routine customer escalations for invoicing and contract disputes
  • Enter and audit billing and customer data within CMS and ERP systems
  • Create, maintain, and update contract line billing via manual updates and systematic imports
  • Manage billing hold requests and ensure the accurate kick-off of customer billing
  • Payment processing and cash applications accuracy and timeliness while minimizing payment errors
  • Investigate variances and assist with implementing system controls and/or operational processes in response
  • Document processes and maintain the O2C internal control environment
  • Produce routine metrics reporting and attainment
  • Analyze current processes to perform a gap analysis and identify opportunities to streamline processes with automated solutions
  • Select, develop, and evaluate personnel to ensure the efficient operation of the function

Qualifications, Skills, and Experiences:

  • 5-8 years of commercial Order to Cash experience
  • 3+ years of supervisory or management experience
  • Proficient with Microsoft Excel and Google tools including V-lookup and pivot tables
  • High-volume billing experience for high-tech, software, SaaS, fintech, restaurant or hospitality industries
  • 5 years experience analyzing contracts and auditing invoicing/payment terms
  • Customer service oriented
  • Experience with cloud-based ERP, Invoicing and CRM systems including advanced Netsuite and SalesForce experience
  • Team player and comfortable working in fast-paced, growth environment