SummaryDirector, Shared Services - Order to CashAdvantage Solutions is seeking a Director, Shared Services - Order to Cash to lead the Company's customer invoicing/billing and cash application operations within the Finance Shared Services organization of a global public company with approximately $3.5 billion in annual sales. Reporting to the Vice President, Finance Shared Services, this role owns the day-to-day performance, controls, and continuous improvement of a high-volume, largely outsourced Order-to-Cash operation. The Director leads three direct reports and provides functional oversight of approximately 120 teammates delivered through the Company's third-party outsourcing provider, Genpact, and is accountable for billing accuracy and timeliness, cash application match rates, unapplied cash reduction, service levels, and internal controls, as well as the continued automation of the function, including SAP S/4HANA. The role partners closely with Sales/Commercial, Treasury, FP&A, IT, and controllership leadership and is a key contributor to the Company's working-capital performance.
Responsibilities- Lead the end-to-end customer invoicing and billing operation, including invoice generation, delivery, accuracy, credit memo processing, and customer-specific billing requirements, ensuring complete, accurate, and timely billing across automated and manual workflows
- Lead the cash application operation, ensuring customer payments are applied timely and accurately, and driving measurable improvement in auto-match rates, unapplied and unidentified cash reduction, and payment-exception resolution
- Manage the day-to-day governance of the third-party outsourcing provider that delivers the majority of billing and cash application capacity, including service-level (SLA) and KPI monitoring, service reviews, escalation and remediation, and issue resolution
- Drive the technology and automation agenda for the function, including Order-to-Cash processes, billing and cash-application automation, and the responsible adoption of AI to increase touchless invoicing and straight-through cash application
- Operate the performance-management framework for the function, including scorecards, dashboards, and operating reviews covering billing accuracy, billing cycle time, unapplied cash, receivables aging, service levels, and cost, and identify and prioritize continuous-improvement opportunities
- Provide leadership, coaching, and development to three direct reports and functional oversight of approximately 120 teammates delivered through the outsourcing partner; build capability and succession plans and foster a high-performance, customer-centric, continuous-improvement culture
- Maintain a strong internal control environment across both in-house and outsourced operations, ensuring compliance with Company policy, U.S. GAAP, and SOX 404 requirements, effective segregation of duties, and clean internal and external audit outcomes
- Partner cross-functionally with Sales/Commercial, Customer Operations, Treasury, FP&A, and IT to resolve upstream root causes of billing and cash application exceptions and to support customer onboarding, escalations, and dispute resolution
Qualifications- Education Requirements: Bachelor's degree (Advanced degree preferred)
- Experience Requirements: 10-12 years experience in relevant field (Finance/Accounting Operations, Shared Services, or Global Business Services experience preferred)
- Travel requirement: 10-15% travel expected
Supervisor ResponsibilityDirect Reports: Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources
Indirect Reports: May delegate work of others and provide guidance, direction and mentoring to indirect reports
Required Knowledge and Skills- Deep, hands-on expertise across Order-to-Cash processes, with particular depth in customer invoicing/billing and cash application, including invoice generation and delivery, credit memo processing, payment application, and exception and dispute resolution
- Proven experience managing outsourced/BPO delivery relationships at scale, including SLA and KPI monitoring, service reviews, escalation management, and vendor performance management across offshore delivery centers
- Strong working-capital acumen, including the linkage of billing timeliness, cash application accuracy, unapplied cash, and receivables aging to DSO and enterprise liquidity
- Demonstrated technology and process-automation experience, including enterprise resource planning Order-to-Cash processes and practical deployment of automation and AI to increase touchless invoicing and straight-through cash application
- Process-excellence capability and a track record of standardizing, simplifying, and continuously improving high-volume transactional processes (Lean/Six Sigma orientation valued)
- Strong internal-controls, SOX 404, U.S. GAAP, and compliance knowledge, with the ability to maintain a robust control environment across both in-house and outsourced operations
- Proven ability to build, develop, and motivate multi-location teams, including managing a substantial workforce through a third-party outsourcing partner rather than solely through direct reports
- Strong stakeholder management, influencing, and communication skills, including the ability to partner with senior finance leadership, Sales/Commercial teams, and customers, and to operate effectively in a matrixed environment
- Analytical and data fluency, including building KPI and scorecard frameworks and using dashboards and business-intelligence tools to manage performance and drive decisions
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Job Will Remain Open Until Filled
Responsibilities- Lead the end-to-end customer invoicing and billing operation, including invoice generation, delivery, accuracy, credit memo processing, and customer-specific billing requirements, ensuring complete, accurate, and timely billing across automated and manual workflows
- Lead the cash application operation, ensuring customer payments are applied timely and accurately, and driving measurable improvement in auto-match rates, unapplied and unidentified cash reduction, and payment-exception resolution
- Manage the day-to-day governance of the third-party outsourcing provider that delivers the majority of billing and cash application capacity, including service-level (SLA) and KPI monitoring, service reviews, escalation and remediation, and issue resolution
- Drive the technology and automation agenda for the function, including Order-to-Cash processes, billing and cash-application automation, and the responsible adoption of AI to increase touchless invoicing and straight-through cash application
- Operate the performance-management framework for the function, including scorecards, dashboards, and operating reviews covering billing accuracy, billing cycle time, unapplied cash, receivables aging, service levels, and cost, and identify and prioritize continuous-improvement opportunities
- Provide leadership, coaching, and development to three direct reports and functional oversight of approximately 120 teammates delivered through the outsourcing partner; build capability and succession plans and foster a high-performance, customer-centric, continuous-improvement culture
- Maintain a strong internal control environment across both in-house and outsourced operations, ensuring compliance with Company policy, U.S. GAAP, and SOX 404 requirements, effective segregation of duties, and clean internal and external audit outcomes
- Partner cross-functionally with Sales/Commercial, Customer Operations, Treasury, FP&A, and IT to resolve upstream root causes of billing and cash application exceptions and to support customer onboarding, escalations, and dispute resolution
Qualifications- Education Requirements: Bachelor's degree (Advanced degree preferred)
- Experience Requirements: 10-12 years experience in relevant field (Finance/Accounting Operations, Shared Services, or Global Business Services experience preferred)
- Travel requirement: 10-15% travel expected
Supervisor ResponsibilityDirect Reports: Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources
Indirect Reports: May delegate work of others and provide guidance, direction and mentoring to indirect reports
Required Knowledge and Skills- Deep, hands-on expertise across Order-to-Cash processes, with particular depth in customer invoicing/billing and cash application, including invoice generation and delivery, credit memo processing, payment application, and exception and dispute resolution
- Proven experience managing outsourced/BPO delivery relationships at scale, including SLA and KPI monitoring, service reviews, escalation management, and vendor performance management across offshore delivery centers
- Strong working-capital acumen, including the linkage of billing timeliness, cash application accuracy, unapplied cash, and receivables aging to DSO and enterprise liquidity
- Demonstrated technology and process-automation experience, including enterprise resource planning Order-to-Cash processes and practical deployment of automation and AI to increase touchless invoicing and straight-through cash application
- Process-excellence capability and a track record of standardizing, simplifying, and continuously improving high-volume transactional processes (Lean/Six Sigma orientation valued)
- Strong internal-controls, SOX 404, U.S. GAAP, and compliance knowledge, with the ability to maintain a robust control environment across both in-house and outsourced operations
- Proven ability to build, develop, and motivate multi-location teams, including managing a substantial workforce through a third-party outsourcing partner rather than solely through direct reports
- Strong stakeholder management, influencing, and communication skills, including the ability to partner with senior finance leadership, Sales/Commercial teams, and customers, and to operate effectively in a matrixed environment
- Analytical and data fluency, including building KPI and scorecard frameworks and using dashboards and business-intelligence tools to manage performance and drive decisions
Environmental & Physical RequirementsOffice / Sedentary Requirements: Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically, requires the ability to sit for extended periods of time (66%+ each day), ability to hear telephone, ability to enter data on a computer and may require the ability to lift up to 10lbs.
Additional Information Regarding Job DutiesJob duties include additional responsibilities as assigned by one's supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job positions, or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by law.
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