Senior Manager, Billing Operations

ActiveCampaign • Chicago, IL

1d

About The Position

As our next Senior Manager, Billing Operations, you’ll lead the global billing team, optimize end-to-end order-to-cash processes for accuracy and efficiency, ensure compliance, and drive continuous process improvement through technology and strategic cross-functional collaboration. At ActiveCampaign, we believe the billing experience is a vital part of the customer journey, and you will be at the forefront of ensuring that journey is seamless, automated, and scalable. You will lead and develop a talented global team, partnering directly with Finance, Technology, and Sales leadership to translate complex billing requirements into elegant, automated financial outcomes. This isn't just about oversight; it’s about driving the strategy that fuels our global growth and seeing your innovations directly improve both our operational efficiency and the experience of our customers worldwide.

Requirements

• 8+ years of progressive experience in billing and order-to-cash operations, with at least 5+ years in a leadership role—ideally within the e-commerce, subscription, or fintech industries.
• Proven success leading global billing operations within a multinational company, demonstrating a deep understanding of international invoicing, health, and compliance.
• Expertise in ERP and billing platforms, specifically including hands-on experience with NetSuite, Zuora, and Zendesk, to drive platform optimization.
• Strong knowledge of revenue recognition and billing compliance, ensuring all processes remain accurate and audit-ready.
• Exceptional analytical and problem-solving skills, with the talent to assess complex payment issues and distill data into clear, actionable strategies.
• Experience serving diverse segments, including both high-volume SMB consumers and complex reseller channels.
• Excellent communication and relationship-building skills, with a proven ability to articulate complex financial concepts to stakeholders and nurture high-value partnerships with external payment groups.

Responsibilities

• Oversee the billing team and global health of end-to-end billing processes, ensuring timely, accurate, and compliant invoicing across all regions.
• Lead the charge in optimizing our order-to-cash processes, identifying and removing blockers and manual tasks to achieve operational excellence.
• Serve as the primary escalation point for billing inquiries and disputes, ensuring the team maintains an excellent customer experience throughout the cycle.
• Provide process improvement and insight to drive more effective reactions to customer support billing escalations.
• Monitor billing cycles and manage dunning processes, handling complex exceptions or disputes when escalated by support for deeper analysis.
• Develop strategies to leverage AI and automation to drive efficiencies and improve billing resolution quality, speed, and customer satisfaction.
• Cultivate strong cross-functional relationships to ensure billing strategies are perfectly aligned with our broader organizational objectives.
• Act as the internal expert and champion for billing functionality and strategies, serving as a consultant for both domestic and global methods.
• Hire, train, and mentor a team that fosters a culture of accountability, collaboration, and continuous professional improvement.
• Develop the billing operations organization by defining OKRs, clarifying priorities, and driving results through dedicated mentorship and coaching.
• Build and manage relationships with external payment partners to ensure we are maximizing performance and staying ahead of industry trends.
• Provide structure for complex customer contracting and specialized billing requirements to support our diverse business needs.

Benefits

• Top-tier benefits package that includes a fully-covered High Deductible Health Plan (HDHP), complimentary access to telehealth services, and a free subscription to Calm.
• Access to LinkedIn Learning, professional development programs, and career growth opportunities in a fast-growing organization.
• Recharge and take the time you need to maintain work-life balance with open PTO.
• Generous 401(k) matching with immediate vesting, quarterly perks with commuter and lunch benefits for hub based employees or a stipend for remote workers, and a four-week paid sabbatical with bonus after five years.
• Work alongside brilliant, passionate colleagues in an environment that values innovation, teamwork, and mutual support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed