Vice President, Billing Experience Transformation

The Vice President of Billing Experience Transformation will report to the SVP of Billing Experience Transformation, and will help drive the strategic vision and execution of initiatives to revolutionize the billing experience across the organization. This role is responsible for driving alignment across teams, influencing key stakeholders, and overseeing the implementation of innovative technologies and processes to enhance efficiency, reduce costs, and simplify the customer experience. The VP will lead change management efforts, establish performance metrics, and champion continuous improvement to ensure billing operations align with organizational goals and deliver exceptional value to customers.

• Strategic Execution: Execute the billing experience transformation strategy, driving alignment across departments (e.g., IT, customer service, marketing, and finance) and influencing key stakeholders to ensure cohesive implementation of transformation goals.

• Change Management Leadership: Own the change management process for transformation efforts, influencing cross-organizational impacts and ensuring alignment on end-user content (e.g., communications, training, and support materials) needed to support each initiative.

• Technology Implementation: Assist with the deployment of advanced technologies-such as chatbots, Interactive Voice Response (IVR) systems, AI tools, and self-service options-to drive operational cost reduction and increase billing process efficiency.

• Continuous Process Improvement: Recommend and implement ongoing billing process enhancements, focusing on simplifying the user experience across the customer lifecycle and identifying opportunities for greater operational effectiveness.

• Automation Advocacy: Participate in and champion automation initiatives, with a specific focus on reducing billing-related call costs and automating routine tasks to improve scalability and customer satisfaction.

• Performance Metrics & Oversight: Help establish key performance indicators (KPIs) to measure the effectiveness of billing systems and processes; oversee system and process performance, providing data-driven insights and strategic recommendations to senior leadership for continuous improvement.

• Stakeholder Collaboration: Build strong relationships with internal and external partners to align billing transformation efforts with broader business objectives, ensuring a customer-centric approach and operational excellence.

• Team Leadership: Lead and mentor a high-performing team of managers and specialists, fostering a culture of innovation, accountability, and collaboration.

• Bachelor's degree in Business, MIS, Finance, Operations, or a related field (MBA or advanced degree preferred).

• 12+ years of progressive leadership experience in billing operations, customer experience transformation, or operational strategy, with at least 5 years in a senior management role.

• Proven success in executing large-scale transformation strategies and driving cross-functional alignment in a complex organization.

• Extensive experience with change management, technology implementation (e.g., AI, IVR, chatbots), and process automation initiatives.

• Strong analytical skills with the ability to leverage data to develop KPIs, assess performance, and inform strategic decisions.

• Exceptional stakeholder management and influencing skills, with a track record of collaborating with C-suite executives and cross-functional teams.

• Deep understanding of billing systems, customer lifecycle management, and user experience optimization.

• Visionary leadership style with the ability to inspire teams and drive organizational change.

Preferred Skills:

• Experience in a technology-driven or customer-centric industry (e.g., telecom, SaaS, utilities).

• Familiarity with advanced billing platforms (e.g., SAP, Oracle, Zuora) and emerging technologies like generative AI.

• Expertise in cost reduction strategies and operational efficiency programs.