Senior Manager of Billing Operations, Twilio

• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
• Minimum of 7+ years of relevant order-to-cash experience, including a minimum of 5+ years managing a billing team
• Solid working knowledge of business systems, particularly Zuora (minimum of 3+ years experience), Salesforce CRM, Avalara, and Oracle Fusion
• Strong analytical and problem-solving skills and proven ability to perform strategic planning and priority setting to navigate complex billing scenarios and drive continuous improvement
• Demonstrated track record of improving processes, solving complex problems, and implementing solutions that enhance operational efficiency and compliance
• Strong leadership skills, with the ability to coach, motivate, and inspire the team to achieve excellence
• Excellent verbal and written communication skills and proven ability to collaborate effectively with cross-functional teams
• Demonstrated resilience, adaptability, and capacity adhering to firm deadlines while working under pressure
• Advanced ability to interpret and manipulate large datasets, including advanced proficiency in Microsoft Excel
• Strong knowledge and understanding of SOX controls

Desirable

• This position is needed to drive operational excellence in our billing operations. We are seeking a dynamic and experienced leader to spearhead our Order-to-Cash process across multiple business lines
• As the Senior Manager, Billing Operations, you will play a critical role in optimizing processes and systems
• You’ll lead a global team of managers and individual contributors, shape the strategy, policies, and procedures while ensuring compliance, data integrity, and continuous process improvement
• Oversee the end-to-end spectrum of billing operations, ensuring an accurate, efficient, and compliant process
• Develop and implement comprehensive strategic plans, policies, and procedures in alignment with the company’s long-term goals
• Optimize and manage the effectiveness of Zuora Billing systems, ensuring stability, reliability, and performance proactively
• Drive continuous systems and process improvement with an automation first bias
• Ensure all billing-related processes are in compliance with audit requirements. Proactively assessing and seeking process optimization alignment with control objectives
• Oversee response to internal or external audit requests with speed and precision
• Work closely with Deal Desk, Customer Support, Accounting, Engineering, Sales, and other internal stakeholders to tackle complex billing challenges, and develop enhancements to improve efficiency and effectiveness
• Build ad hoc custom Zuora reports and queries to support internal initiatives, respond to customer billing disputes, etc
• Provide strategic insights and guidance on alignment with the organization's objectives, identifying opportunities for growth and improvement
• Develop and monitor key operational metrics to synthesize into meaningful reporting and recommendations to relevant stakeholders
• Lead, motivate, and support the global team to achieve peak performance and productivity

• Applications for this role are intended to be accepted until 04/12/25 but may change based on business needs

• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Variety of snacks, drinks, and catered meals in each of our locations
• Work from home opportunities

Total funding: $250.7m

Traditionally, it has been difficult for businesses to establish communications systems in-house. Twilio was founded from frustration with this expensive and cumbersome process, providing easy-to-use APIs to let businesses send and receive telephone and text communications.