Senior Manager, Billing Operations

See yourself at Twilio

Join the team as our next Senior Manager, Billing Operations

Who we are & why we’re hiring

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

About the job

This position is needed to drive operational excellence in our billing operations.  We are seeking a dynamic and experienced leader to spearhead our Order-to-Cash process across multiple business lines. As the Senior Manager, Billing Operations, you will play a critical role in optimizing processes and systems. You’ll lead a global team of managers and individual contributors, shape the strategy, policies, and procedures while ensuring compliance, data integrity, and continuous process improvement. 

Responsibilities

In this role, you’ll:

• Oversee the end-to-end spectrum of billing operations, ensuring an accurate, efficient, and compliant process.
• Develop and implement comprehensive strategic plans, policies, and procedures in alignment with the company’s long-term goals.
• Optimize and manage the effectiveness of Zuora Billing systems, ensuring stability, reliability, and performance proactively.
• Drive continuous systems and process improvement with an automation first bias.
• Ensure all billing-related processes are in compliance with audit requirements. Proactively assessing and seeking process optimization alignment with control objectives.
• Oversee response to internal or external audit requests with speed and precision.
• Work closely with Deal Desk, Customer Support, Accounting, Engineering, Sales, and other internal stakeholders to tackle complex billing challenges, and develop enhancements to improve efficiency and effectiveness.
• Build ad hoc custom Zuora reports and queries to support internal initiatives, respond to customer billing disputes, etc.
• Provide strategic insights and guidance on alignment with the organization's objectives, identifying opportunities for growth and improvement.
• Develop and monitor key operational metrics to synthesize into meaningful reporting and recommendations to relevant stakeholders.
• Lead, motivate, and support the global team to achieve peak performance and productivity.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Minimum of 7+ years of relevant order-to-cash experience, including a minimum of 5+ years managing a billing team
• Solid working knowledge of business systems, particularly Zuora (minimum of 3+ years experience), Salesforce CRM, Avalara, and Oracle Fusion
• Strong analytical and problem-solving skills and proven ability to perform strategic planning and priority setting to navigate complex billing scenarios and drive continuous improvement
• Demonstrated track record of improving processes, solving complex problems, and implementing solutions that enhance operational efficiency and compliance
• Strong leadership skills, with the ability to coach, motivate, and inspire the team to achieve excellence
• Excellent verbal and written communication skills and proven ability to collaborate effectively with cross-functional teams
• Demonstrated resilience, adaptability, and capacity adhering to firm deadlines while working under pressure
• Advanced ability to interpret and manipulate large datasets, including advanced proficiency in Microsoft Excel
• Strong knowledge and understanding of SOX controls

Desired:

• Bachelor’s degree in Finance, Accounting or related field
• Experience managing a regionally distributed team
• Experience with high-growth technology companies, preferably in SaaS.
• Proficiency in the Google Suite (Gmail, Docs, Sheets, etc.), and familiarity with Slack

Location

This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $114,000 - $143,000
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $121,000 - $151,000
• Based in the San Francisco Bay area, California: $134,000 - $168,000
• This role may be eligible to participate in Twilio’s equity and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

US job post: application deadline information

Applications for this role are intended to be accepted until 04/12/25 but may change based on business needs. 

 

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com.