OverviewWe are seeking a
Director, Revenue Operations reporting to the Controller, to lead key components of the Company's accounting operations, with primary responsibility for subscription SaaS billing, accounts receivables, and collection management. This role is responsible for overseeing the order-to-cash workflow from proper set of invoice billing through customer payment, while ensuring strong internal controls, scalable processes, and accurate financial reporting in support of the monthly close. The Director, Revenue Operations will partner closely with the Controller, Revenue Accounting, Implementation, Sales Operations, and Finance to resolve complex operational issues, drive process improvements, and support the Company's continued growth and overall financial health.
Key Responsibilities: Billing Operations - Own the end-to-end billing cycle including subscription invoicing, proration, mid-term upgrades/downgrades/terminations, and annual contract billing.
- Manage billing system configuration and integrations across CRM (Salesforce), ERP (Sage Intacct), and subscription billing platforms (TABS).
- Ensure accurate ARR/MRR recognition by partnering with Revenue Accounting on ASC 606 compliance.
- Drive billing automation to reduce manual touchpoints, error rates, and customer invoice disputes.
- Oversee order-to-cash workflow from signed contract through cash receipt.
- Manage CPQ-to-billing handoff, ensuring deal structure translates accurately into invoices.
Collections & Cash Flow - Lead collections strategy across customer segments from the named/strategic customers to the scaled customers along multi-brand accounts.
- Set, monitor, and report on DSO, aging buckets, collection rates, and bad debt reserve.
- Design and manage dunning workflows, escalation protocols, and dispute resolution processes.
- Partner with Account Management on at-risk accounts to protect cash while preserving relationships and minimizing customer churn.
- Oversee write-off approvals and bad debt expense in coordination with the Controller.
Sales Tax & Compliance - Manage multi-state sales tax compliance including nexus tracking, product taxability determinations, exemption certificate collection and management.
- Oversee sales tax filing and remittance via automation platforms (Avalara, Anrok, Numeral).
- Stay current on SaaS taxability rules across key states (CA, TX, NY, etc.) and flag exposure as the company expands into new markets.
Systems & Process Improvement - Identify and implement process improvements that scale billing operations as ARR grows.
- Lead or support billing system implementations, upgrades, and integrations.
- Build internal controls and documentation around billing policies and procedures.
- Partner with internal departments on billing platform enhancements and self-service improvements to provide dashboard visibility to internal stakeholders.
- Develop, document, and maintain standard operating procedures (SOPs) and process documentation for the order-to-cash operations within scope.
Leadership & Cross-Functional Collaboration - Hire, manage, and develop a team of billing analysts, AR specialists, and collections coordinators.
- Serve as escalation point for complex billing disputes, particularly with enterprise or multi-location customers.
- Partner with Legal and Sales Operation on contract terms related to payment, auto-renewal, late fees, and termination.
- Collaborate with the Controller on cash flow forecasting and working capital visibility.
- Present monthly A/R metrics and cash collection performance to the Controller and CFO.
Customer Experience - Ensure billing accuracy and invoice clarity to minimize customer confusion and billing disputes.
- Develop and maintain billing FAQs, self-service resources, and escalation paths for customer-facing teams.
- Drive reduction in billing-related support tickets through proactive communication and process improvements.
- Build and maintain effective relationships with customers and internal departments, resolving complex customer issues.
Required Skills and Abilities: - 10-12 years of progressive experience in billing and collections including 5+ years of leading corporate order-to-cash operations is required.
- Bachelor's degree in Accounting, Finance, or a related field a plus.
- Demonstrated expertise in Salesforce and Zendesk.
- Demonstrated expertise in systems automation, process improvement, and SOP development, with hands-on experience in CRM and Billing System.
- Software implementation and set-up optimization experience is highly preferred.
- Solid understanding of U.S. GAAP, internal controls, including experience supporting complex accounting environments.
- Proven experience managing and developing teams, with prior experience in a SaaS or technology-enabled business is preferred.
- Strong analytical, problem-solving, and communication skills, with the ability to partner effectively across Accounting, Finance, Sales, Implementation, Sales Operations, and other internal departments.
- Required to sit for prolonged periods of time
Physical Requirements: 
