Billing Director

Waste Management, Inc. (WM)•Phoenix, AZ

12h•Onsite

About The Position

The Director, Billing Services is a senior leadership role within the Finance Shared Services organization responsible for overseeing end-to-end centralized billing operations across onshore WM, offshore WM, and vendor support. This leader drives operational excellence, champions a shared services mindset, and fosters a culture of continuous improvement and efficiency. A key aspect of this role is the ability to lead and influence across organizational boundaries, building strong partnerships with Finance, Accounting, Customer Experience, Sales, Revenue Management, Digital, Treasury, and Field operations. The Director manages a geographically distributed team — including resources in the US and India — and is accountable for delivering high-quality billing services that meet SLA requirements for both internal and external customers.

Requirements

Bachelor's Degree (accredited) in Accounting, Business Administration or similar area of study.
12+ years or more years of previous experience (in addition to education requirements).

Responsibilities

Develops and implements a financial budget and operating plan for Finance Shared Services – Centralized Billing consistent with the accomplishment of long range established objectives which will enhance effectiveness and delineate responsibilities and authority. This plan includes onshore WM, offshore WM and vendor support.
Responsible for the daily operations of centralized billing as a part of the Finance Shared Services organization providing services for internal and external customers within SLA. This includes the processes and controls that billing is accountable for.
Oversees budgeting, invoices, purchase orders, and forecast in alignment with Finance Shared Services.
Manager of managers for departments within billing
Prepares department financial statements for consolidation at the corporate level.
Directs the development of the billing strategies plans consistent with the established corporate strategic plans and ensures their proper execution
Performs finance/billing operations trend analyses; reviews and evaluates billing performance on a continuing basis and establishes proper measures of performance including but not limited to end-to-end billing processes, timely and accurate invoicing and adherence to customer and company guidelines.
Work with various Corporate teams to ensure all billing activities comply with relevant laws, regulations, and industry standards, and stay informed of any changes.
Serve as the escalation point for complex billing issues and guide the team in resolving customer inquiries and discrepancies.
Work closely with Internal and External Audit to respond to information requests and ensure compliance with reporting and compliance requirements.
Maintains compliance, reporting and audit requirements for billing operations, ensuring alignment with Corporate teams and ensuring compliance.
Conducts billing business reviews and optimizes operational costs to ensure accurate staffing models are providing accurate services while managing labor arbitrage for cost savings.
Maintains fiduciary responsibility to ensure that financial information is consistent with WM accounting policies.
Counsels managers as to execution of programs, and when necessary provides direction for modification in work plans or implementation of contingency plans in accordance with prevailing business conditions.
Ensures that team members are adequately trained, providing ongoing development opportunities and performance feedback to foster a culture of growth and professional development.
Actively collaborates with key departments, including Finance, Accounting, Treasury, Digital, Sales, Internal Audit, FSS, and Field, to ensure seamless integration of billing processes, foster strong partnerships, and align on strategic objectives for the overall success and growth of the organization.
Actively collaborates with the Area finance leadership teams to ensure alignment on billing processes and performance
Ensures high levels of customer satisfaction by overseeing the efficient and accurate handling of billing, addressing customer inquiries and concerns promptly, and implementing best practices to enhance service delivery both internally and externally.
Serves as the manager of managers, providing leadership and guidance to department leaders within billing to ensure high-performing teams across multiple locations including US and Globally-based resources
Builds an inclusive and engaged team culture that embraces diversity, collaboration, and accountability across geographically dispersed locations
Champions a shared services mindset, continuously identifying opportunities to standardize, automate and improve
Leads change initiatives with a bias for action
Identifies and implements process improvements and technology solutions