Manager, Billing Resolution

ABOUT THE JOB:

The Billing Resolution Manager is responsible for leading all billing error resolution activities, ensuring accuracy, compliance, and timely resolution across complex billing scenarios. This role manages people, processes, and systems to drive operational excellence, support acquisitions and implementations, and continuously improve billing resolution workflows within an SAP environment. The position oversees a distributed team across multiple locations, including offshore resources, and serves as the departmental lead for audits and process governance.

WHAT YOU'LL BE DOING:

Billing Resolution & Accuracy
•    Ensure accurate and timely resolution of billing errors, including pricing discrepancies, unit/asset number errors, returns, and invoice discrepancies.
•    Serve as the escalation point for complex or high-risk billing issues requiring cross-functional coordination.
•    Proactively identify trends and root causes to reduce recurring billing errors and revenue leakage.

Credit Memo & Adjustments Management
•    Lead and oversee the credit memo process, ensuring accuracy, proper approvals, and timely processing.
•    Establish controls and metrics to monitor credit volumes, aging, and compliance with internal policies.

Process Leadership & Controls
•    Develop, implement, and maintain policies and procedures governing all Billing Resolution functions.
•    Drive departmental process improvements through IT and system enhancements, including SAP-related initiatives.
•    Partner with IT, Finance, and Operations to identify automation and efficiency opportunities.

SAP & Systems Support
•    Leverage SAP to research billing discrepancies, process corrections, and support reporting and analytics.
•    Act as a business partner for SAP enhancements, testing (UAT), and system integrations related to billing and dispute resolution.
•    Support onboarding of new systems, acquisitions, or implementations impacting the billing resolution process.

Audit & Compliance Leadership
•    Serve as the departmental lead for internal and external audits related to billing resolution.
•    Ensure compliance with SOX requirements, internal controls, and company accounting policies.
•    Prepare audit documentation and support walkthroughs, testing, and remediation activities.

Team Leadership & Workforce Management
•    Manage and lead the Billing Resolution team across multiple locations, including matrix relationship with offshore teams.
•    Ensure all team members are fully cross-trained across departmental tasks and responsibilities.
•    Establish performance goals, KPIs, and service-level expectations; provide coaching and development to team members.

Cross-Functional Collaboration
•    Partner with Accounting, AR, Sales, Customer Service, Operations, and Legal teams to resolve issues and prevent future discrepancies.
•    Communicate status, risks, and outcomes clearly with stakeholders and senior leadership.

Additional Responsibilities
•    Support departmental activities related to acquisitions and implementations.
•    Occasional travel required.
•    Perform other duties as assigned.

EDUCATION AND QUALIFICATIONS:

Required Education and Experience: 
•    Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
•    5+ years of experience in billing, accounts receivable, or billing dispute resolution.
•    5+ years of people management experience.
•    Strong Working knowledge of Order to Cash (O2C) cycle – Billing, Cash Application, Collections
•    Strong hands-on experience with SAP (FI/AR, SD, or related modules).
•    Proven experience managing complex billing issues and leading cross-functional initiatives.

Required Skills and Abilities: 
•    Experience  working with offshore or globally distributed teams.
•    Experience supporting acquisitions or system implementations.
•    Advanced Excel and reporting skills.

Supervisory Responsibility:
Supervises a team of up to six people currently at various levels.

Work Environment: 
This is a 100% office role; not hybrid.

Travel Requirements: 
0-10%

Physical Requirements:
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Eyesight and Auditory Skills must be sufficient to meet safety expectations of the position.  The employee must be able to verbally communicate with employees, co-workers, and customers in person and by phone. The employee must also be able to travel to various work environments.