Business Operations Manager

Location: Salt Lake City, UT (office based, hybrid work schedule)

The Business Operations Manager oversees end-to-end Order Management and Billing activities in Finance. This position is responsible for the completeness and accuracy of all customer invoices. The position monitors team productivity, coaches and trains team members to improve throughput and accuracy, recommends process improvements and ensures operational efficiency targets and KPI's are being achieved. This Manager role is a critical part of maximizing the company's revenue and cash flow through accurate and timely billing.

Responsibilities:

• Ensure customer invoices are complete, accurate and timely to maximize revenue.
• Collaborate cross-functionally to capture, track and resolve customer billing issues in a timely manner.
• Ensure Order Management and Billing team KPI's are achieved, and individual team productivity is optimized.
• Ensure OM and Billing processes are adequately documented, and the team is cross trained to minimize knowledge loss due to turnover.
• Formalize the onboarding, training and mentoring of new employees.
• Use SQL and systems skills/knowledge to research billing error root causes, resolve issues and recommend system changes to correct deficiencies.
• Coordinate with peer Managers to recommend and execute process and system enhancements to increase accuracy.
• Reduce Credits due to billing errors through root cause analysis and process improvements.
• Ensure the Order Management and Billing Department is SOX and Audit compliant.
• Ensure product builds and pricing plans are set up, tested and functioning correctly in the billing system.

In this position, a typical month might include the following:

• Manage all OM/Billing run-rate activities cycle, ensure timely completion of all invoicing tasks each billing cycle, and verify that customer invoices and data are distributed on time.
• Track, research and resolve Billing issues each cycle to protect Company cash flow.
• Define and execute audits and reporting to ensure customer invoices are complete and accurate.
• Organize and balance workload and assignments across team members.
• Measure staff performance through KPI's and report Team statistics.
• Proactively provide business requirements to improve billing cycle performance by analyzing cycle results, run times, errors and blockers.
• Conduct weekly staff meetings and bi-monthly one-on-ones with employees.
• Hire, train and develop remote Order Management/Billing Team members in the Philippines.
• Develop and document efficient processes and procedures for all billing activities, and ensure all processes are in accordance with Company standards.
• Verify team compliance with audit controls and provide compliance evidence to auditors.
• Establish working relationships with outside vendors and service providers to ensure quality service and manage vendor's SLA's.
• Represent the Billing Department with other departments, vendors, branches, etc.
• Participate in recognition and disciplinary actions for team members.
• Adhere to the company Code of Ethics and comply with NICE CXone policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of NICE CXone.

To Land This Gig You'll Need:

• Bachelor's degree in business, Finance or Accounting, or equivalent work experience required. Master's Degree preferred but not required.
• 6-8+ years' experience running billing systems, preferably in the telecommunications and/or software industry.
• 2+ years of people management experience.
• Tech-savvy skills in mastering business systems and data
• Proficiency with Salesforce, Microsoft Suite, CRM systems, Dashboards & BI Reporting
• Experience using Excel and SQL for data extraction and analysis.
• Demonstrated results n achieving KPI's and performance objectives.
• Demonstrated results in improving or automating processes and systems.
• Effective planning and organizational skills.
• Intermediate mathematical skills; strong customer service and communication skills.
• Flexibility in working in a fast-paced environment with minimal supervision.
• Ability to interact with individuals at all levels of the organization as well as client contacts.

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity