Manager, Billing Resolution

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The Billing Resolution Manager is responsible for leading all billing error resolution activities, ensuring accuracy, compliance, and timely resolution across complex billing scenarios. This role manages people, processes, and systems to drive operational excellence, support acquisitions and implementations, and continuously improve billing resolution workflows within an SAP environment. The position oversees a distributed team across multiple locations, including offshore resources, and serves as the departmental lead for audits and process governance.

• Ensure accurate and timely resolution of billing errors, including pricing discrepancies, unit/asset number errors, returns, and invoice discrepancies.
• Serve as the escalation point for complex or high‑risk billing issues requiring cross‑functional coordination.
• Proactively identify trends and root causes to reduce recurring billing errors and revenue leakage.

• Lead and oversee the credit memo process, ensuring accuracy, proper approvals, and timely processing.
• Establish controls and metrics to monitor credit volumes, aging, and compliance with internal policies.

• Develop, implement, and maintain policies and procedures governing all Billing Resolution functions.
• Drive departmental process improvements through IT and system enhancements, including SAP‑related initiatives.
• Partner with IT, Finance, and Operations to identify automation and efficiency opportunities.

• Leverage SAP to research billing discrepancies, process corrections, and support reporting and analytics.
• Act as a business partner for SAP enhancements, testing (UAT), and system integrations related to billing and dispute resolution.
• Support onboarding of new systems, acquisitions, or implementations impacting the billing resolution process.

• Serve as the departmental lead for internal and external audits related to billing resolution.
• Ensure compliance with SOX requirements, internal controls, and company accounting policies.
• Prepare audit documentation and support walkthroughs, testing, and remediation activities.

• Manage and lead the Billing Resolution team across multiple locations, including matrix relationship with offshore teams.
• Ensure all team members are fully cross‑trained across departmental tasks and responsibilities.
• Establish performance goals, KPIs, and service‑level expectations; provide coaching and development to team members.

• Partner with Accounting, AR, Sales, Customer Service, Operations, and Legal teams to resolve issues and prevent future discrepancies.
• Communicate status, risks, and outcomes clearly with stakeholders and senior leadership.

• Support departmental activities related to acquisitions and implementations.
• Occasional travel required.
• Perform other duties as assigned.

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
• 5+ years of experience in billing, accounts receivable, or billing dispute resolution.
• 5+ years of people management experience.
• Strong working knowledge of Order to Cash (O2C) cycle – Billing, Cash Application, Collections.
• Strong…