Billing Operations Manager

About the Role

We are seeking an experienced Billing Operations Manager to lead our global billing function. This role owns end-to-end billing operations, including billing subscription creation, invoicing, renewals, churn, fulfillment and shipping coordination, and customer billing support. The ideal candidate combines strong operational leadership with deep technical knowledge of billing systems, revenue recognition, and scalable process design.

This role partners closely with Finance, Revenue, Sales, Sales Ops, Client Services, and Fulfillment teams.

Responsibilities 

Billing and Revenue Operations

• Own the end-to-end billing lifecycle, including subscription creation, invoicing, renewals, churn, fulfillment and shipping coordination, and customer billing inquiries.
• Lead billing-related month-end close activities, including renewal invoicing, reconciliations, journal entries, and variance analysis.
• Oversee review of customer contracts (new and renewal), ensuring compliance with GAAP (ASC 606) and internal bookings policy.
• Own global monthly bookings reconciliation and billing-related reporting, ensuring accuracy and alignment across systems.
• Manage churn, upsell, and downsell metrics and reporting in partnership with Revenue and Finance teams.

Systems, Process, and Scale

• Partner with Sales Operations to ensure accurate contract setup and amendments in NetSuite for both software and hardware offerings.
• Oversee renewal contract processes to maintain high data integrity supporting accurate billing, revenue recognition, and deferred revenue reporting.
• Design, document, and continuously improve scalable billing and contract management processes to support growth.
• Create and analyze recurring and ad-hoc operational and financial reports.
• Support audits, sales tax activities, and cross-functional initiatives as needed.

Leadership and Team Management

• Lead, mentor, and develop a global team of billing professionals through regular 1:1s, coaching, and performance feedback.
• Serve as the primary escalation point for complex billing, fulfillment, and customer issues.
• Establish quality control and work review processes to ensure accuracy, consistency, and timeliness.
• Ensure the team is properly trained and held accountable on systems, policies, and evolving business requirements.
• Translate departmental objectives into clear team goals and measurable performance metrics.
• Foster a culture of accountability, ownership, and exceptional customer experience.
• Participate in hiring, interviewing, and onboarding of new team members.
• Drive effective cross-functional collaboration and communication across the organization.

Qualifications

• Bachelor’s degree in Accounting, Finance, or equivalent relevant experience.
• 5+ years of experience in billing, revenue operations, or accounting, with a minimum of 3 years managing people, ideally leading a global or distributed team.
• General knowledge of U.S. GAAP and
• Hands-on experience managing subscription billing, renewals, invoicing, and customer billing operations in a SaaS or hybrid software/hardware environment.
• Demonstrated experience scaling billing operations, including playing a key role in the implementation of new financial systems to support business growth.
• Proficiency with ERP systems; NetSuite experience is strongly preferred.
• Proven ability to lead teams, influence cross-functional partners, and drive process improvement.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple initiatives in a fast-paced environment.
• Advanced Excel skills; proficiency in Word and PowerPoint.

• You join the gold standard in school safety software. 
• You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe. 
• You will work with diverse teams made up of some of the best minds in the industry.
• You will get exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees. 
• You will have access to a robust benefits package that includes: 
• Remote-first philosophy 
• Flexible paid time off 
• Paid parental leave 
• 11 Paid holidays per year 
• Workplace flexibility 
• Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 
• 401(k) employer contribution to help you plan for the future 
• Company paid life insurance, STD, and LTD 
• Pet insurance