Senior Director, Global Billing

Viasat, Inc.•Carlsbad, CA

About The Position

The Senior Director – Global Billing will drive the strategic vision and execution of initiatives to revolutionize the billing experience across the organization. Whilst holding accountability for the integrity of the billing process for all Viasat’s customers, the leader in this role will also drive modernization of billing operations, systems, and ways of working. Working at the intersection of several key stakeholder groups, including AR and Collections, Technical Accounting, Finance Systems, and business stakeholders, the leader in this role will lead transformation efforts to support improved cash collection, enable more predictable Order-to-Cash performance and disciplined execution at scale. They will lead change management efforts, establish performance metrics, drive automation and champion Continuous Improvement to ensure billing operations align with organizational goals and deliver exceptional value to customers. This role is critical in a telecommunications environment, where billing relies on complex back-office systems, including provisioning platforms, customer information databases, product catalogs, and service order management systems, to generate accurate and compliant invoices.

Requirements

Bachelor’s degree in information technology and systems, accounting, finance, or related field.
Extensive experience (15+ years) leading billing operations, revenue process management, or order-to-cash functions, ideally in the telecommunications or subscription-based services industry.
Proven success in executing large-scale transformation strategies and driving cross-functional alignment in a complex organization.
Extensive experience with change management, technology implementation (e.g., AI, IVR, chatbots), and process automation initiatives.
Strong analytical skills with the ability to leverage data to develop KPIs, assess performance, and inform strategic decisions.
Exceptional stakeholder management and influencing skills, with a track record of collaborating with C-suite executives and cross-functional teams.
Deep understanding of billing systems, customer lifecycle management, and user experience optimization.
Visionary leadership style with the ability to inspire teams and drive organizational change.
Strong knowledge of revenue accounting, contract compliance, billing controls, and telecom back-office systems.
Proven ability to lead high-performing teams, drive process standardization, and implement operational discipline.
Hands-on experience with ERP and billing systems, including configuration, master data management, and integration with provisioning, CRM, and service order platforms.

Nice To Haves

Experience with large-scale telecom billing systems, including Netcracker, SingleView, SAP S/4HANA Billing, integrated with provisioning, CRM, and product catalogs.
Demonstrated success in process transformation, automation, and workflow improvements.
Strong collaboration skills with Finance, Shared Services, and business stakeholders, driving alignment and operational excellence.
Exposure to multi-currency, multinational billing operations, ensuring compliance with local and global regulations.

Responsibilities

Strategic Execution and Transformation
Define and implement the future-state global billing operating model, including standardized processes, governance, technology architecture and a robust control framework that supports scale, compliance and customer experience.
Own and deliver a multi-year billing transformation roadmap, translating strategic ambition into sequenced initiatives with clear milestones, investment priorities and measurable business outcomes.
Drive enterprise-wide alignment across Finance, Engineering, Commercial, Customer Operations and Systems to embed simplified, standardized billing processes and eliminate fragmentation across regions, products and customer segments.
Aligned to the future-state operating mode, ensure integrity and scalability of billing master data and configuration controls, including product catalogues, pricing logic, contract mapping and invoice triggers, establishing strong design governance to prevent downstream defects.
Change Management Leadership:
Own the change management process for transformation efforts, influencing cross-organizational impacts and ensuring alignment on end-user content (e.g., communications, training, and support materials) needed to support each initiative.
Build strong relationships with internal and external partners to align billing transformation efforts with broader business objectives, ensuring a customer-centric approach and operational excellence.
Build and lead a high-performing billing team with clear performance expectations, development pathways, and a culture of accountability.
Operational Excellence and Continuous Process Improvement
Drive standardization of billing processes and work instructions, focusing on simplifying the user experience across the customer lifecycle and identifying opportunities for greater operational effectiveness, including reducing variation and improving right-first-time invoice performance.
Identify and eliminate root causes of billing errors and recurring disputes, partnering with upstream teams such as Provisioning, Customer Care, and Product Management to reduce rework and cycle time.
Define service levels and operating cadences with AR and Collections to ensure smooth handoffs and timely dispute resolution.
Build management reporting that provides transparent visibility of billing volumes, defects, aging of disputes, and cycle times.
Model new leadership behaviors that create “space to lead” and empower teams to focus on value creation rather than reactive firefighting.
Systems and Technology
Own the billing systems roadmap, architecture, investment prioritization and governance in partnership with Finance Systems and broader transformation teams, improving automation, controls, and scalability.
Champion adoption of digital tools and AI-enabled controls such as chatbots, Interactive Voice Response (IVR) systems, AI tools, and self-service options to reduce manual touch, improve accuracy, and shorten billing cycles.
Integrate billing systems with provisioning, customer databases, product catalog management, and service order platforms to ensure accurate end-to-end billing execution.
Manage and optimize convergent telecom billing platforms such as Netcracker and SingleView, ensuring correct handling of multi-service bundles, promotions, usage-based rating, and real-time invoicing.
Support the establishment of Global Process Ownership for the billing domain, ensuring clear accountability, decision rights, and continuous improvement initiatives.
Strategic Impact & Leadership
Build leadership capability and succession plans for the Global Billing function, developing future leaders and ensuring scalability, resilience and sustained performance.
Lead and mentor a high-performing team of managers and specialists, fostering a culture of innovation, accountability, and collaboration.
Ensure billing provides a reliable foundation for receivables management, cash collection performance, and revenue reporting accuracy.
Act as a credible partner to Finance leadership and the business, enabling timely resolution of customer billing matters while protecting control and compliance standards.
Consistently deliver measurable improvements that exceed expectations for quality, cost, and cycle time.
Translate strategy into clear goals, plans, and operating rhythms