Director- Billing Experience & Transformation

Optimum • New York, NY

1d

About The Position

The Billing Experience Transformation Director will help develop and lead the execution of strategies that improve the billing experience for end users and customers by driving operational efficiency, improving self-service capabilities, and reducing friction points. This role will define and implement billing processes including but not limited to: data cleanup, reducing billing-related call volumes, enhancing Interactive Voice Response (IVR) systems, and leveraging emerging technologies (e.g., AI) as part of key solutions. The ideal candidate is a strategic thinker with strong analytical skills, a customer-centric mindset, and experience in process improvement within billing or customer operations.

Requirements

• Bachelor’s degree in Business Administration, MIS, Operations, Finance, or a related field
• 5+ years of experience in billing operations, customer experience, or process improvement roles.
• Proven track record of leading data cleanup initiatives and improving operational workflows.
• Strong understanding of marketing offers and their impact on billing processes.
• Exceptional analytical and problem-solving skills, with proficiency in data analysis tools (e.g., Excel, SQL, or similar).
• Excellent project management skills, with the ability to manage multiple priorities and meet deadlines.
• Strong communication and collaboration skills to work effectively across departments.

Nice To Haves

• Experience in change management or transformation projects.
• Knowledge of customer journey mapping and user experience design principles.
• Ability to translate technical billing concepts into customer-friendly solutions.

Responsibilities

• Billing Data Cleanup: Implement strategy and process leading to the identification, analysis, and resolution of billing data inaccuracies, inconsistencies, and redundancies to ensure accurate and reliable billing information for customers and internal teams.
• Billing-Related Call Volume Reduction: Design and implement strategies to proactively address common billing inquiries and issues, minimizing customer calls by improving transparency, communication, and self-service options.
• Process Optimization: Lead workshops to help identify inefficiencies in current billing workflows and implement transformative solutions to improve accuracy, efficiency, and customer satisfaction.
• Collaborate with technology teams on best in class processes for billing and revenue close, assuring the technology supports the business needs.
• Cross-Functional Collaboration: Partner with IT, customer service, marketing, and finance teams to align billing transformation initiatives with broader organizational goals.
• Performance Metrics & Reporting: Define and track key performance indicators (KPIs) such as call volume reduction, IVR containment rates, and billing error rates to measure the success of transformation efforts.
• Customer Experience Advocacy: Act as a voice for the customer, ensuring billing processes and communications are intuitive, transparent, and aligned with a positive user experience.
• Change Management: Drive adoption of new processes and tools by developing training materials, communicating changes to stakeholders, and addressing resistance to transformation efforts.
• Billing Migration: Establish data validation, reconciliation, and audit controls to ensure accuracy of customer accounts, billing balances, products, and historical transactions. Implement metrics and dashboards to track migration quality, error rates, fallout, and remediation progress. Partner with Revenue Assurance and Finance to ensure billing integrity and revenue protection. Partner with Billing Operations, IT, Finance, Customer Care, Product, and Legal/Compliance teams to ensure business requirements are met. Lead executive-level communications on migration status, risks, and outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Director