Sr Manager of Global Billing

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Sr Manager of Global Billing

Apply locations Santander, Spain Barcelona, Spain time type Full time posted on Posted Today job requisition id R-109913

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Job Description:

The Senior Manager of Global Billing plays a pivotal role in leading strategic initiatives, guiding teams across regions, and driving cross functional alignment for a complex domain. This senior-level role ensures seamless customer experiences related to billing inquiries, dispute resolution, and payment processes. You will oversee regional support teams, define scalable processes, and partner cross-functionally with Billing, Finance, Product, and Engineering to drive operational excellence and customer satisfaction.

Key Responsibilities:

• Own strategic planning and execution for billing support operations, including issue resolution, escalation workflows, and Service Level Objectives
• Define and implement processes that improve billing accuracy, reduce resolution time, and enhance customer satisfaction (CSAT).
• Partner with Finance, Billing Operations, Product, and Engineering to drive automation, reduce ticket volume, and resolve root causes.
• Act as the voice of the customer on billing pain points, influencing cross-functional roadmaps.
• Develop and track key performance indicators (e.g., backlog reduction, CSAT, resolution times).
• Represent the department in senior leadership discussions and planning sessions.
• Translate organizational goals into actionable department-level initiatives.
• Use data and KPIs to guide decision-making, performance optimization, capacity planning and bench strength development.
• Responsible for ticket volume reductions, Cost to Serve reduction, Optimization initiatives, streamlined processes, skill development and innovation.
• Own department-level budgeting, forecasting, and headcount planning.
• Foster a high-performance culture focused on outcomes, collaboration, and growth.
• Coach and develop team leaders and high-potential talent across the function.
• Consistently achieve organizational objectives and drive accountability and expectations with direct reports to ensure specific performance standards and measurements are established and met
• Scope, analyze, and complete cross functional projects and processes that will improve the customer experience and key performance metrics
• Should be able to work independently and manage remotely while also ensuring his/her team is collectively progressing.
• Ensure procedures and internal controls are followed in compliance with support policies
• Serve as an escalation point for customer facing complex billing inquiries and disputes.
• Support audits and internal reviews by providing documentation and insights into billing processes.

Required Qualifications:

• Bachelor’s degree in Finance, Accounting, Business, or related field (MBA or CPA preferred).
• 8+ years of experience in billing, finance operations, or revenue management, with at least 3+ years in a senior leadership capacity.
• Deep knowledge of billing practices across global markets.
• Experience with ERP and billing systems (Required: SAP).
• Strong analytical, communication, and problem-solving skills.
• Proven track record of managing global teams and driving operational excellence.

Preferred Qualifications:

• Experience in SaaS, fintech, or subscription-based businesses.
• Change management or process improvement certification (e.g., Lean Six Sigma).
• Experience with tools such as Zendesk

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It’s no surprise that technology powers the planet.But whatmight surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contributiona reality: helping businessesgrow, supporting industries from healthcare to education with their technology, oreven connecting the world.What’s in it for you? Well, we take great care of our people, everyone is made to feelwelcome, and opportunities to grow apply to all. Butthe prospect of shaping the futurethrough technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.