Senior Billing Operations Specialist, Pontera

• This is a hands-on role for someone who thrives on both building processes and executing on the details
• 5+ years in billing operations, order-to-cash, revenue operations, accounts receivable, or finance operations
• Hands-on reconciliation experience across billing, CRM, ERP/GL, bank, check, and CSV-based data
• Strong Excel and data-validation skills, with experience in root-cause analysis, controls, and audit documentation
• A track record resolving complex billing disputes, credits, and refunds
• Able to translate financial facts for customer-facing teams without losing control discipline
• Comfortable influencing & partnering with Finance, CX, Product, RevOps, and Engineering without direct authority
• Experience with billing-system implementations, requirements gathering, and UAT
• Senior enough to redesign a process, not simply absorb tickets into an existing one

Desirable

• We're looking for a Senior Billing Operations Specialist to partner closely with Finance, Customer Experience, BI and Product to give billing a single, accountable owner
• This is a true partnership across teams: you'll bring order and control to billing operations while continuously raising the bar for how accurate, explainable, and responsive Pontera's billing is for every customer
• Billing at Pontera has outgrown the informal, all-hands-on-deck model that carried it so far - it now touches customer trust, adoption, and executive relationships, not just back-office accuracy
• You're the connective tissue across the entire billing lifecycle - the person every other function turns to when something needs to actually get resolved, not just flagged
• That means owning billing file validation before release, payment and check reconciliation, credits and refunds end to end process; being the Finance point of contact for all US based teams who they can rely on for any customer-impacting billing issue
• The ability to serve as the business owner for our Quote-to-Cash system, translating real defects into requirements so the system gets built around what actually breaks — not just the happy path
• Whether it's catching a rate error before a customer ever sees it, tracking down a missing remittance, or rebuilding a broken reconciliation process from scratch, no task is too small when it comes to protecting the accuracy of our billing and the trust our customers place in us
• In the first 90 days, this role moves through three phases: establishing control (documenting end-to-end billing flows, baselining accuracy and cycle time, standing up an exception queue and an interim Finance-CX RACI); stabilizing operations (launching pre-release review for high-risk billing files, implementing a check/payment reconciliation log, and running Quote-to-Cash UAT against real failure scenarios); and reducing recurrence (closing out priority root causes, publishing a scorecard, and formalizing SOPs and escalation thresholds)
• By six months, you're equally comfortable auditing a high-risk billing file as you are chasing down an unmatched check, building a RACI, or walking a customer-facing partner through exactly where an issue stands, why it happened and when it'll be resolved
• You understand that billing accuracy is built through careful controls, proactive communication, and a willingness to own a problem until it's actually fixed - not just documented
• Review billing files before release, validating rates, minimums, account eligibility and status, duplicate or overlapping lines, legal entity, credits, and exceptions
• Maintain a documented sign-off process and audit trail for every billing release
• Own the intake-to-application process for checks and ACH, including remittance logging, endorsement standards, deposit evidence, and matching to invoices
• Manage unapplied-cash exceptions and reconciliation to AR/GL, and prevent collections notices from going out while a payment is under active reconciliation
• Track credits and refunds from approval through customer receipt, investigating variances and coordinating rebills
• Establish service levels and aging visibility for open credits and disputes
• Serve as the Finance point person for customer-impacting billing issues, providing verified facts, an owner, a due date, and a next update
• Partner with CX on customer language and adoption-risk prioritization
• Build SOPs, checklists, a RACI, exception queues, approval rules, and root-cause logs, converting repeated one-off fixes into scalable controls and automation requirements
• Translate real billing defects into Quote-to-Cash requirements and test cases; maintain a living “will solve / will not solve / unknown” list
• Lead UAT for billing and reconciliation scenarios, and own exceptions after launch
• Report on first-pass accuracy, invoice timeliness, reconciliation aging, unapplied cash, refund cycle time, repeat defects, customer-impacting incidents, and CSR/GTM hours redirected to billing work
• Partner closely with the Senior Revenue Controller and broader Finance team on accounting-side accuracy, while owning the day-to-day operational and customer-facing side of billing independently