What You'll Do

As a Billing Operations Team Lead, you will oversee complex billing operations across the EMEA region, driving operational excellence, customer satisfaction, and continuous process improvement. You will serve as a key escalation point for critical customer issues, partner closely with cross-functional teams, and support strategic initiatives that enhance the customer experience while ensuring efficient and scalable billing operations.

Customer Issue Resolution

• Serve as a primary escalation point for complex or high-impact customer billing issues.
• Drive timely and effective resolution of billing disputes while ensuring a positive customer experience.
• Manage sensitive or business-critical customer matters through to completion.
• Partner with internal stakeholders to resolve cross-functional billing and operational challenges.

Process Improvement

• Identify inefficiencies, recurring issues, and operational bottlenecks within billing workflows.
• Lead initiatives that improve operational processes, reduce friction, and increase team efficiency.
• Conduct root cause analysis and implement corrective actions to address systemic issues.
• Support continuous improvement initiatives that enhance customer and employee experiences.

Cross-Functional Collaboration

• Partner closely with Billing, Collections, Product, IT, and Go-To-Market teams to resolve operational challenges.
• Collaborate with stakeholders to improve the end-to-end customer journey.
• Support strategic initiatives that require coordination across multiple business functions.
• Act as a trusted operational partner to both regional and global stakeholders.

Reporting & Analytics

• Analyze customer feedback, case data, and operational metrics to identify trends and improvement opportunities.
• Leverage reporting tools to measure performance and monitor operational effectiveness.
• Provide actionable insights to leadership teams to support informed decision-making.
• Track key performance indicators and recommend initiatives that improve service outcomes.

Customer Advocacy

• Act as the voice of the customer within internal discussions and decision-making processes.
• Advocate for customer needs and priorities across operational and strategic initiatives.
• Support initiatives that enhance customer satisfaction and overall customer experience.
• Ensure customer feedback is incorporated into process and operational improvements.

Project Leadership

• Lead or contribute to cross-functional projects focused on customer experience improvement.
• Support initiatives that improve operational scalability, efficiency, and technology adoption.
• Coordinate project activities across business stakeholders and support successful execution.
• Monitor project outcomes and measure the effectiveness of implemented solutions.

Training & Knowledge Management

• Document and maintain operational procedures, best practices, and process documentation.
• Support onboarding and ongoing training initiatives for internal and outsourced teams.
• Partner with offshore BPO teams to ensure consistent knowledge sharing and operational alignment.
• Ensure documentation remains accurate, current, and aligned with evolving business requirements.

Strategic & Distributor Account Billing Support

• Serve as the primary billing operations support resource for Strategic and Distributor accounts across EMEA.
• Partner closely with Go-To-Market teams to proactively identify and resolve complex billing issues.
• Escalate and manage high-priority account concerns that may impact customer retention or revenue.
• Support account health and minimize revenue risk for strategic customers and channel partners.

Requirements:

• Bachelor's degree in Business, Finance, Operations Management, Accounting, or a related field, or equivalent professional experience.
• 3-5 years of experience in billing operations, financial operations, customer operations, or a related field.
• 1-2 years of experience leading, supervising, mentoring, or managing operational teams.

Preferred Qualifications

• Experience within a SaaS or subscription-based business environment.
• Strong understanding of subscription billing, recurring revenue models, and customer lifecycle management.
• Experience supporting billing, invoicing, collections, or related financial operations functions.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across teams and time zones.
• Strong analytical and problem-solving skills, with experience using data to identify trends and drive decision-making.
• Hands-on experience with Salesforce (SFDC), Service Cloud, or comparable CRM and case management platforms.
• Experience working with ERP or financial systems such as NetSuite, Oracle, or similar accounting platforms.
• Proficiency with reporting and analytics tools including Microsoft Excel, Power BI, Tableau, or similar business intelligence platforms.
• Experience working with outsourced service providers or BPO partners.
• Experience leading operational improvement, workflow optimization, or process transformation initiatives.
• Experience working within a multinational organization and supporting geographically dispersed teams.

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