Customer Operations Manager

Customer Operations Manager

Your journey as a Customer Operations Manager begins here! As a Customer Operations Manager, you will own high-severity billing and quote-to-cash escalations, providing clear coordination across Finance, Revenue Operations, Sales, and back-office teams. You will be responsible for ensuring customer accounts are fully reconciled, corrective actions are completed with precision, and executive-level visibility is maintained throughout the resolution process. We are seeking applicants with strong quote-to-cash knowledge, analytical problem-solving skills, and the ability to lead cross-functional teams through complex account issues.

• Receive, log, and evaluate high-severity escalations related to billing, invoicing, renewals, and contract discrepancies, assessing severity and financial impact.
• Own escalated accounts as the primary point of contact for internal teams and major accounts, providing clear communication and executive-level visibility.
• Apply governance tiers to prioritize and route escalations, ensuring timely acknowledgment and aligned next steps.
• Coordinate end-to-end account audits to identify gaps and inconsistencies across CPQ, Billing, ERP, and Payment systems.
• Drive cross-functional teams to correct errors and manage customer communication until accounts are fully remediated.
• Verify agreements, pricing, and billing terms against executed contracts before closing any escalation.
• Maintain audit-ready documentation for each escalation and facilitate monthly reviews to support upstream process improvements.

• 4–6 years' experience in billing operations, revenue operations, quote-to-cash, or back-office finance environments.
• Deep knowledge of quote-to-cash processes, including CPQ, order management, invoicing, billing, collections, and revenue recognition.
• Hands-on experience using Salesforce as a core operating platform, along with strong understanding of the interplay between CPQ, ERP, CRM, and billing systems.
• Proven ability to lead through influence across cross-functional teams, especially in high-pressure or high-visibility situations.
• Excellent written and verbal communication skills, strong analytical judgment, and a highly organized approach to documentation and follow-through.

• Bachelor of Science degree, Bachelor of Business Administration degree, or equivalent experience.
• Experience managing high-severity escalations or complex customer financial issues.
• Salesforce