Job SummaryThe Manager of Billing & Business Process Management will lead cross-functional governance and transformation initiatives that improve the customer billing experience, strengthen control over billing-system access and change, reduce defects that affect customers, and establish disciplined execution across the offer lifecycle. The role will also support the design, implementation, and ongoing operation of product catalogs within the company's future-state architecture. The ideal candidate is a leader who can translate complex business and technology challenges into clear, sustainable operating processes.
ResponsibilitiesBilling Governance & Customer Experience- Lead the design and implementation of billing governance policies, controls, decision rights, stage gates, and operating routines that improve billing accuracy and the end-to-end customer experience.
- Establish disciplined controls for billing-system access and change, including appropriate authorization, segregation of duties and traceability.
- Create control points for bill-impacting changes, including impact assessment, design review, test evidence, release readiness, approval, post-deployment validation, and issue escalation.
Offer Governance- Implement and continuously enhance a governed, end-to-end process for new and changed go-to-market offers, covering intake, prioritization, approval, design, configuration, testing, launch readiness, deployment, monitoring, and retirement.
- Ensure offer intent is translated consistently into catalog, ordering, billing, fulfillment, channel, and customer communication requirements.
- Promote reusable standards and lessons learned to reduce offer defects, rework, cycle-time friction, and inconsistent customer treatment.
Future-State Product Catalog- Help shape the business design, governance model, and implementation approach for product catalogs in the future-state enterprise architecture.
- Partner with business and technology architects to define product, offer, pricing, discount, eligibility, hierarchy, metadata, versioning, and lifecycle standards.
- Coordinate business requirements, solution reviews, user acceptance testing, deployment readiness, and operational handoff for catalog capabilities.
- Support ongoing catalog operations, including controlled change, data quality, issue triage, release coordination, documentation, and continuous improvement.
- Ensure catalog designs support consistent execution across channels and downstream platforms while remaining understandable, maintainable, and scalable.
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Qualifications• Bachelor's degree in Business Administration, MIS, Operations, Finance, or a related field
• 5+ years of experience in billing operations, customer experience, system implementations or process improvement roles.
• Proven track record of leading governance initiatives and improving operational workflows.
• 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.
Preferred Skills: • Experience in change management or transformation projects.
• Ability to communicate the case for change and help stakeholders move from informal processes to durable operating discipline
• Ability to translate business requirements into technical customer-friendly solutions.
