Business Operations Analyst I - Collections

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you.

BigCommerce, part of the Commerce brand family, helps merchants increase sales at every stage of their growth. From small startups to mid-market businesses and large enterprises, we provide the leading e-commerce platform. Our customers can then concentrate on what's most important: growing their businesses. We enable our customers to build, innovate, and grow, collectively reshaping the e-commerce industry.

We seek a Business Operation Analyst I to work cross-functionally across multiple divisions within Commerce in support of our merchants during various stages of their life cycle with us.

What You’ll Do:

• Partner with cross-functional teams to ensure compliance with business standards and regulations throughout the quote-to-cash (QTC) process

• Provide exceptional service to customers, internal and external stakeholders through:

  • Multi-channel support via email/web, live-chat, and telephone

  • Proactively updating stakeholders on the status of their issues

  • Effectively navigating challenging conversations with professionalism

• Perform tasks within the areas of contracting, provisioning / fulfillment, revenue recognition, billing, accounts receivable, and collections including but not limited to:

  • Accurately configure accounts with purchased products and services

  • Research and resolve account, invoice, payment, and renewal related activities

  • Process cancellations, downgrades, upgrades, refunds, credits, etc.

  • Generate contracts, ensuring adherence to both Legal and approved deal guidelines

  • Manage enterprise and partner collections based on a collections strategy

  • Devise mutually beneficial payment solutions with customers facing delinquency

  • Partner with Sales and Customer Success in potential upsell/upgrade opportunities

• Collaborate cross-functionally on changes to processes and policies for enhanced efficiency, waste reduction, effectiveness, revenue generation, and scalable growth, including:

  • Participate in the research, design, and analysis of processes and documentation

  • Produce clear and concise reports and presentations

  • Conduct training

• Meet metrics for response time, speed, quality, accuracy, and adherence

• Document case notes quickly and accurately

• Demonstrate awareness of our international presence to ensure compliance across all geographical locations

• Perform other assigned duties and responsibilities

Who You Are:

• 3+ years professional experience, including 2+ years operations experience, preferably at a SaaS, eCommerce or other subscription-based company.

• Experience in Business Operations.

• A Bachelor’s degree, or equivalent work experience.

• Familiarity with SaaS and Agile workflows and technologies.

• Familiarity with Salesforce, Zuora, Impartner, and/or Marketo.

• Familiarity with end-to-end process design, rollout, and project management.

• Preferred: Customer care experience and/or customer service mentality.

• Hybrid - 3 days per week in office.

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(Pay Transparency Range: $49,920-$74,880)

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.