BigCommerce is the world's most because we enable our customers to build intuitive and engaging stores to support every stage of their growth. We are seeking a Senior Manager, Financial Operations to be responsible for the development and ongoing performance of a portion of the Quote to Cash process which is a critical function of our customers' journey. This customer-facing position will require an empathetic individual focused on providing the best experience to all our customers and stakeholders. They will manage team members focused on ensuring compliance with our business model, mission, and standards.

What You’ll Do:

• Execute and contribute to strategies for the Quote to Cash teams in order to meet and sustain performance and hit the company's portfolio targets

  • Lead or assist in the research, development and implementation/integration of automated and scalable business processes and best practices

  • Work cross functionally with other teams including Legal, Product, and Business Applications to develop project plans to deliver on roadmap items

  • Prioritize resources amongst a backlog of activities through the evaluation of challenges and opportunities

  • Assist with month-end revenue recognition reporting, ad-hoc account, and month-end duties where necessary

  • Deliver results through optimizing operational metrics, KPIs, and SLAs that support the entire customer lifecycle

• Manage assigned business processes and Quote to Cash team members including but not limited to contracting, provisioning / fulfillment, revenue recognition, billing, payments, and collections:

  • Establish and oversee individual and team goals aligned with organizational objectives

  • Supervise the daily activities of one or more teams ensuring efficient and effective performance

  • Develop and implement performance metrics and key performance indicators (KPIs) aimed at improved team effectiveness and productivity

  • Conduct regular performance evaluations, providing constructive feedback, setting clear objectives, and outlining development plans

  • Provide mentorship, guidance, and support to team members to enhance their skills, knowledge, and overall performance

  • Identify training needs and opportunities for skill development, arranging or facilitating relevant training sessions or workshops for the team

  • Address performance issues promptly and tactfully, implementing corrective actions when necessary

  • Collaborate with HR on talent management initiatives including recruitment, onboarding, and succession planning

  • Foster a positive and motivating work environment that encourages teamwork, open communication, and a shared vision for success

  • Oversee and manage the schedules of a distributed team of direct reports in what can be a 24x7 environment

• Provide world-class service to customers, internal and external stakeholders

  • Multi-channel support via email/web, live-chat, and telephone

  • Manage customer disputes and escalations while verifying proper reporting and recognition of these disputes

  • Make informed decisions on policy exceptions within business approved guidelines

• Lead supplier negotiations via process driven methodologies (i.e. RFI, RFP, RFQ) when appropriate

• Generate, maintain, and review a set of appropriate reports

  • Work closely with organizational leaders to ensure relevant KPIs are maintained at an acceptable level

  • Identify issues attributing to process failures and customer escalations

  • Perform and review necessary SOX / compliance and regulatory audits

• Performs other duties as assigned

Who You Are:

• Bachelor’s degree in Business, Finance, Accounting, or other relevant course of study preferred

• 6+ years of accounting, contracting, fulfillment, billing & accounts services, accounts receivable, and/or collections experience

• 3+ years of team leadership experience within a finance or operations discipline

• Ability to effectively manage a worldwide, remote staff

• Experience working with a SaaS eCommerce or other subscription-based company preferred

• Excellent interpersonal, verbal and written communication skills

• Possess exceptional skills in collaboration, negotiation, and the ability to drive consensus with key business partners

• Ability to self-direct and use independent judgment to make decisions while recognizing when to escalate issues to senior management

• Ability to influence others through shared outcomes and common goals

• Strong capability with SaaS and Agile workflows and technologies

• Strong capability with CRM and ticketing software including Salesforce, Impartner, Five9, ACD

• Strong capability with Billing / Collections software including Zuora, Ariba, and Intacct

• Strong capability with Contracting software including Conga and Ironclad

• Strong capability with end-to-end process design, waste reduction, change management, and project management

• Proven record of using operations expertise to improve quality of service and drive efficiency across a breadth of prior challenging experiences

• Takes initiative to find ways to get better results, seeks and takes advantage of ideas, best practices and solutions

• Agile when faced with disruptions and excels in a fast-paced team-oriented environment

• Comfortable with large amounts of data and proficient at leveraging that to tell a compelling story

• Must be flexible to shift work and occasional overtime

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(Pay Transparency Range: $97,534.00 - $164,946.00)

Compensation Transparency

The national base salary range for this role is posted above in this job post.

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.