Director, Order to Billing Operations
Director, Order to Billing Operations
Location: Salt Lake City, UT
The functions include order entry and billing operations for all of CXone products, including but not limited to: order entry and invoice creation, reconciliation posting to policies. You will ensure operational processes meet budget and service requirements and takes proactive steps (organization, system, staffing or process) to address shortcomings or exploit opportunities. You will also form strong partnerships with internal stakeholders to ensure clear expectations, timely resolution of issues, and a keen focus on service needs of our customers is maintained. In addition, you will ensure the department meets or exceeds service expectations. Your individual impact on the organization lies in the ability to lead and oversee a multi-functional process responsible for the management of the operations of the revenue stream for CXone Division.
• Ensure accurate, regular, and timely posting of payments and adjustments, whereby reducing unnecessary credits or delay in payment due to billing errors.
• Ensure timely and accurate processing of billing CDR.
• Ensure customer invoices are complete, accurate and timely.
• Ensure product builds and pricing plans are setup accurately in the billing system.
• Ensure the Billing Department is SOX compliant and sign off on Quarterly SOX Certifications.
In this position, a typical day might include the following:
Manage the full process from Order entry to Billings as part of the revenue cycle.
Direct and oversee the team globally which includes the management of team schedules, activities, and individual and collective performance objectives. Mentor, guide and support the team as they grow and develop.
Supervises and directs the effective and timely preparation of monthly invoices, accurate monthly billing adjustments, and the response to and resolution of customer billing questions and discrepancies.
Manages proper invoicing within standard policies reflective of the customers' requirements.
Work closely with internal stakeholders and business partners to develop scalable billing systems and processes.
Recommend and implement improvements that support revenue cycle goals and ensure accurate and timely billing.
Collaborate with team to evaluate and recommend optimal revenue cycle organizational structure and standard metrics
Successfully manages the day-to-day activities of projects through the project life cycle from initiation to closure including cross functional efforts.
Management of staff performance through measurement and evaluation.
Direct the workload balance and assignments to staff as well as special projects.
Responsible for system integrity to ensure accurate and appropriate billing of customers and audit controls.
Responsible for the adherence to an operations schedule for each billing cycle, incorporating all tasks to be completed.
Establish working relationships with outside vendors and service providers to ensure quality service and manage vendor's SLA's.
Develops and documents methods and procedures for all billing activities, reviews current documentation of processes, and ensures all processes are in accordance with Company standards.
Proactively work to resolve Billing issues to protect Company cash flow.
Represent the Billing Department with other departments, vendors, branches, etc.
Provide weekly and monthly reporting of Billing Team's statistics.
Conduct weekly staff meetings and bi-monthly one-on-ones with direct reports.
Support due diligence requirements of Sr. Management.
Participate in recognition and disciplinary actions for team members.
Follow the company Code of Ethics and NICE CXOne policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of NICE CXOne.
To Land This Gig You'll Need:
- Bachelors Degree in Business, Finance or Accounting or equivalent work experience required. Masters Degree preferred but not required.
- 10+ years experience running billing systems, preferably in the telecommunications industry.
- 3-5 years of management responsibility.
- Understanding of LEC billing processes.
- Ability to lead and direct staff to achieve top results.
- Capable of developing and maintaining a quality work environment.
- Effective planning and organizational skills.
- Flexible and able to work in a fast-paced environment with minimal supervision.
- Good written and verbal communication skills.
- Demonstrated problem solving ability
ABOUT NICE CXOne: NICE CXOne makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXOne provides the world’s No. 1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXOne is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.