Overview

Reporting to the Sr Manager, OTC, The Global Manager, Order Management and Billing is responsible for leading and planning the Order Management, Billing, and Entitlements operations for a high-volume, fast-paced, multi-country organization. The individual is responsible for designing, implementing, and enforcing policies and procedures, as well as streamlining effective OMB processes across business units. This position requires a strong leader with the ability to prioritize, plan, and direct the department of 70+ people across 5+ countries, as well as making customer service a prime focus.

 

 

 

Key Responsibilities

 

Oversee all customer order management, billing, and entitlements processes with a focus on delivering superior customer service while meeting customer billing requirements and company billing deadlines

Collaborate with fellow leaders in Cash Applications and Collections to meet business objectives and develop ongoing enhancements to existing practices

Provide strategic direction for OMB+E departments, including monitoring performance metrics, implementing new tools and technology, and ensuring department can meet changing business requirements

Maintain Agile environment and re-prioritize workload of staff to balance expected daily processing workloads, system and data issue remediation, customer issue remediation, and strategic improvement projects

Lead monthly OMB close processes and provide customers’ monthly unbilled revenue information as required by terms of contract

Develop, monitor, and enforce controls to ensure billing information is accurate, timely and of the highest quality

Create an inspiring team environment with a culture of open communication

Oversee day-to-day operations; delegate tasks and set deadlines

Motivate team members, monitor results, and report on metrics

Discover training needs and provide coaching

Listen to team members’ feedback and resolve any issues or conflicts

Reporting and providing statistics; creation and maintenance of ad-hoc and established reporting in Excel

Preparation of PowerPoint presentations for all types of audiences, from line staff to the Executive Leadership Team

Support SOX compliance requirements as needed as well as define/redefine controls and processes for best practices

 

 

Areas of Responsibility

 

 

 

Order Management

Billing/Invoicing/Credit Memos

Liaison with Sales and other departments

Entitlements

Reporting

Self-Assessments

 

 

Qualifications

 

 

 

Bachelor’s Degree required; Master’s Degree preferred

Minimum 15 years’ business experience required, with 8 years spent in a senior management role

Minimum 10 years’ experience in strategic planning and priority setting for order management, billing, and entitlements departments

Experience managing multi-site, multi-national teams highly desired; must have the ability and desire to lead across numerous, international time zones

High-Intermediate to Low-Expert-level Microsoft Excel, Word, and Outlook skills

Ability and desire to roll up their sleeves, get down to granular details at the line staff level, hold colleagues accountable, and accomplish any/all presented tasks to time and standard

Strong verbal and written communication skills; able to craft grammatically correct, aesthetically appropriate submissions for presentation to senior/executive management

Well-organized, with strong problem-solving skills and great attention to detail

Able to prioritize and manage multiple responsibilities and competing priorities

Critical thinking capabilities with solid management skills to create metrics and track results

Net Suite, Peoplesoft, AS400, Vulcan, SFDC or Zuora experiences a plus