Supervisor, Billing Operations

See yourself at Twilio

Join the team as our next Supervisor, Billing Operations on Twilio’s Segment product team.

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 support the order management and billing function. In this role, you’ll work closely with Deal Operations, Revenue Accounting, and Sales to see orders through to invoicing. You’ll support a team out of the Philippines, and partner with global team members in India, Ireland, and the United States.

Responsibilities

In this role, you’ll:

• Lead and supervise an international team of analysts in order management and billing operations to ensure timely and accurate order processing, including invoice generation
• Respond to or provide resolutions for internal and external customer inquiries in a timely manner, including handling escalations from billing, collections and order management analysts
• Review validation of customer contracts across multiple systems to ensure accuracy of financial data in each system and to ensure accurate and timely provisioning of contracts prepared by analysts
• Execute and own SOX compliant month end reconciliations over billing and provisioning, ensuring completeness and accuracy
• Support quarterly and annual inquiries, requests, and activities originating from our external and internal auditors and tax consultants
• Participate in and coordinate new process implementations, operational improvements, system enhancements, and training new team members
• 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 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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, and based in British Columbia, Alberta or Ontario. 

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

• Based in British Columbia: $81,000 - $101,000 CAD

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.