Billing Operations Lead

Job Description:

Lead, Billing Operations

 Hybrid – Salt Lake City, UT (4 days in office)
 About Packsize
 Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box—it’s delivering what’s right for our customers, their customers, our people, and the planet.

About the Role
 Packsize is seeking a Lead, Billing Operations to serve as the operational lead for North America contract-based billing activities. This role acts as the bridge between the Manager, Billing Operations and the billing operations team responsible for machine leases (PaaS fees), software, services, and machine sales.

 Reporting to the Manager, Billing Operations, this position combines hands-on billing execution, contract review, team leadership, and issue resolution. The Lead will oversee the day-to-day workflow for the contract billing team, ensuring customer contracts are accurately translated into billing setups and that invoices are issued timely and accurately.
 This individual will serve as the primary escalation point for billing associates, providing technical guidance on contract interpretation, billing configuration, customer inquiries, and complex invoicing matters. The role will also manage recurring billing processes for fixed-fee arrangements and support continuous improvements across billing operations.

 What You'll Do
 Contract Review & Billing Execution
 Review customer contracts, amendments, renewals, and order documentation to ensure accurate billing setup and execution.
 Translate customer contractual terms into billing instructions, including pricing, billing frequencies, start dates, renewal terms, and contract modifications.
 Ensure accurate billing for:
 Machine leases (PaaS fees)
 Software subscriptions
 Service agreements
 machine sales (direct-to-customer and partnerships)
 Execute and oversee recurring billing processes for fixed-fee customer arrangements.
 Review of small number of variable PaaS Fee customer invoices prior to issuance
 Validate billing configurations and invoice calculations before customer invoicing.
 Ensure invoices are issued accurately, timely, and in accordance with contractual terms.
 Operational Team Leadership
 Serve as the day-to-day lead for the contract billing team.
 Provide guidance, coaching, and support to billing associates responsible for contract-based billing activities.
 Review work performed by team members and ensure adherence to established billing standards and procedures.
 Assist with workload prioritization and balancing of team responsibilities.
 Support onboarding and training of new billing team members.
 Elevate significant issues, risks, and process concerns to the Manager, Billing Operations.
 Escalation Management & Customer Support
 Act as the primary escalation point for complex billing questions and contract interpretation matters.
 Provide additional review and oversight for larger enterprise customers and high-risk billing situations.
 Partner with Sales, Customer Operations, Legal, Revenue Accounting, and Accounts Receivable to resolve customer billing issues.
 Support customer-facing discussions involving billing disputes, contract clarification, and invoicing concerns.
 Process Excellence & Controls
 Ensure billing activities comply with established policies, procedures, and internal controls.
 Identify billing process inefficiencies and recommend operational improvements.
 Assist in maintaining standard operating procedures (SOPs), training documentation, and billing process guides.
 Support audit requests, control testing, and other compliance-related activities as needed.
 Promote consistency and accuracy across the contract billing function.
 Systems & Data Management
 Maintain billing-related customer and contract data within SAP and related systems.
 Review contract setup requests for completeness and accuracy before billing activation.
 Support billing ticket management and timely resolution of internal and external…