Director, Order Management & Billing

Overview

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about? The Director of Order Management & Billing is responsible for leading all operational processes related to Contract to Invoice activities including contract validation, contract account and order intake, billing operations, and on-time invoicing delivery and accuracy. This role also supports revenue assurance and customer experience throughout the order‑to‑cash lifecycle. This role oversees teams responsible for order management, billing, and supporting systems, ensuring operational excellence, compliance, and scalability.

The Director partners closely with Sales, Finance, Customer Success, IT, and Operations to architect and execute efficient processes that improve cash flow, reduce friction, and ensure customers receive an accurate and seamless billing experience.

• Develop and execute the strategic roadmap for Order Management and Billing operations, ensuring alignment with company objectives and growth targets.
• Lead, coach, and develop high-performing teams in Order Management and Billing.
• Define KPIs and operational dashboards to monitor accuracy, timeliness, and productivity.
• Drive continuous improvement initiatives to streamline workflows and reduce manual touchpoints.

• Oversee the full lifecycle of order processing, from contract validation to provisioning and fulfillment.
• Ensure orders comply with pricing, contractual terms, bundling rules, and revenue policies.
• Collaborate with Sales and Sales Operations to enhance quoting, contract reviews, and order intake quality.
• Improve order workflow automation through system enhancements or process redesign.

• Lead billing operations, including invoice generation, billing cycles, credit memos, adjustments, and dispute resolution.
• Ensure billing accuracy and compliance with internal policies and industry standards.
• Partner with Finance to support revenue recognition, audit requests, and month‑end close.
• Implement controls to ensure strong billing hygiene and minimize revenue leakage.

• Own or support systems and tools that support order management (Salesforce and CPQ) and billing platforms (e.g., Cadebill, Zuora).
• Collaborate with IT and Business Systems to drive automation, workflow improvements, and data accuracy.
• Recommend and lead system enhancements, integrations, and reporting improvements.

• Partner with Product, Pricing, and Finance to ensure accurate billing for new products and packaging.
• Serve as the escalation point for internal teams and customers on order or billing issues.
• Collaborate with Customer Support and Customer Success to enhance the customer billing experience.

• Develop and maintain standard operating procedures and internal controls.
• Ensure compliance with financial regulations and audit requirements.
• Manage risk by identifying gaps and implementing mitigation strategies.

• Bachelor’s degree in Business, Finance, Operations, or related field; MBA a plus.
• 10+ years of experience in Order Management, Billing, Revenue Operations, or related disciplines.
• 5+ years in a leadership role managing multi‑disciplinary teams.
• Strong understanding of order-to-cash processes, billing operations, and financial controls.
• Experience with ERP and CRM systems (e.g., Salesforce, Net Suite, Oracle, Zuora, Cadebill).
• Proven ability to drive cross-functional initiatives and influence at executive levels.
• Flexibility in working in a fast-paced environment with minimal supervision.

• Experience in SaaS, subscription services, or recurring revenue models.
• Strong analytical and problem‑solving skills with an automation-first mindset.
• Tech-savvy skills in mastering…