VP, Billing Gov & CX Lifecycle

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The Vice President is responsible for leading enterprise initiatives that modernize the billing ecosystem, improve billing accuracy, and reduce customer friction across the billing lifecycle s leader drives strategic programs that will enable the implementation of the new Amdocs billing platform and reduce billing-related call volume, service visits, and operational defects while ensuring strong governance over application changes that impact billing, customer accounts, and revenue integrity.

Own enterprise accountability for billing accuracy and customer billing experience across the full customer lifecycle.

The role partners across Customer Network Operations, Product & Technology, and Finance to deliver billing transformation, improve customer experience, and ensure operational discipline across systems and processes. This role plays a critical part in improving the customer experience, reducing operational cost, and ensuring revenue accuracy by modernizing billing operations and enforcing disciplined governance across systems and processes.

Billing Transformation Strategy

• Partner across teams to drive the multiyear transformation to a single Amdocs billing platform, unified processes, and data models for B2B and B2C.
• Lead B2B billing strategy for small/medium business and Optimum Enterprise, ensuring solutions meet business objectives.
• Review and approve B2B billing deliverables, including requirements, configurations, and catalog capabilities.
• Identify and eliminate systemic billing defects that increase customer dissatisfaction and operational cost.
• Partner with Technology and Product teams to modernize billing architecture and improve scalability.
• Drive automation and simplification of billing processes.
• Lead technology transformation of credit, collections, and fraud processes.

Call & Service Visit Reduction

• Develop strategies to reduce billing-related customer care calls and truck rolls.
• Identify root causes of billing confusion, disputes, and incorrect charges.
• Implement programs to improve firstbill accuracy, pricing clarity, and promotion transparency.
• Partner with Customer Network and Operations teams to reduce repeat service visits tied to billing issues.
• Build operational dashboards linking billing defects to call drivers and field activity.

Billing Quality

• Improve billing accuracy.
• Review controls to ensure correct pricing, discounts, taxes, and promotions.
• Implement proactive monitoring for billing anomalies and defect detection.

Application Change Governance

• Establish and lead governance for system and application changes impacting billing and revenue systems.
• Implement structured intake, impact analysis, and approval processes.
• Ensure alignment across Product & Technology, Goto Market, Finance, and Customer Network Operations before deployment.
• Reduce production defects through improved testing, release management, and change control.
• Drive cross functional solutioning to ensure requirements meet business objectives and align with the technology roadmap.

Cross Functional Collaboration

• Partner with Customer Network Operations, Product & Technology, Pricing & Marketing, and Finance & Revenue Assurance.
• Ensure alignment between product launches, billing configuration, and operational readiness.

Analytics & Operational Insights

• Develop reporting and analytics to monitor billing error rates,…