Director, Customer Service - Order to Cash

Wolters Kluwer•New York, NY

3d•$140,800 - $251,500•Hybrid

About The Position

The Director, Order-to-Cash - CT leads the transformation and sustained performance of CT’s end-to-end order-to-cash process. The role is accountable for improving the customer and internal user experience and financial outcomes, including invoice accuracy, payment speed, revenue realization, operating efficiency, and overdue receivables attributable to billing or payment issues. The Director leads Product, CLC Finance, FSS, technology, Service, Sales, and other stakeholders in setting CT’s strategy, process and policy priorities, shared goals and measures, and improvement roadmap. The Director owns decisions on CT’s order-to-cash improvement roadmap, including resolving competing recommendations and determining which improvements to prioritize, pilot, advance, change, or stop. Partner functions provide input and execute decisions within their areas; functional leaders retain authority over their people, budgets, systems, and controls. FSS owns accounts receivable, payment application, and collections, including related operations and systems. The Director works closely with FSS on CT issues affecting customers’ ability or willingness to pay and on improving collections and cash application. The Director follows global policies and processes and uses global systems such as BlackLine wherever practical, aligning with FSS on any justified variation that would otherwise create a financial downside for CLC. The Director provides input to FSS’s roadmap and policies but does not have final decision rights over them. The role has two direct reports and is supported by partners in Product, FSS, CLC Finance, Global Technology Services, DXG, GBS, and CLC Service and Sales. The initial mandate is limited to CT, CLC’s largest and most complex brand, and may expand to other CLC brands if the approach achieves the desired results. The position involves up to 10% domestic travel. The preferred arrangement is hybrid, with a minimum of eight in-office days per month at the New York City office. The position is eligible for a bonus. The stated base salary range is $140,800 to $251,500 USD, based on the primary location; actual offers depend on factors including skills, experience, and hiring location.

Requirements

At least 10 years of progressive experience in finance operations, billing, or business process improvement.
At least five years leading order-to-cash design, improvement, or transformation.
Deep subject matter expertise across order setup, billing, receivables, payment application, collections, and revenue realization in a complex B2B business with subscription and transactional revenue.
Experience leading at least one end-to-end order-to-cash transformation from current-process assessment and stakeholder alignment through process and system changes, launch, stabilization, and measurable results.
Working experience with ERP systems and Salesforce.
Ability to assess how commercial proposals affect billing, payments, receivables, controls, implementation cost, and financial returns.
Experience improving order-to-cash controls, understanding of control objectives, and ability to work with the functions that own those controls.
Proven ability to make decisions and drive accountability across Product, Sales, Service, Finance, shared services, and technology teams without direct authority over each team.
Strong customer journey and root-cause analysis skills, financial judgment, and clear communication with operational teams and senior leaders.

Responsibilities

Define CT’s order-to-cash strategy, shared performance targets, and priorities with Product, FSS, CLC Finance, and other stakeholders.
Gather input, resolve competing recommendations, and make and enforce decisions on CT improvements based on customer and financial impact.
Set CT process and policy direction within applicable global requirements, and work with responsible functions to implement decisions.
Maintain a prioritized roadmap and document accountable owners, contributors, decision rights, capacity, milestones, dependencies, benefits, success measures, escalation paths, and ongoing-maintenance ownership for initiatives.
Agree on delivery owners and timing with functional leaders; monitor dependencies and milestones; confirm results before initiatives advance through implementation gates or close; and escalate unresolved ownership, resource, or decision gaps with recommended resolutions.
Maintain an order-to-cash customer journey map by customer segment, channel, and revenue model, including subscriptions and à la carte transactions.
Analyze customer feedback and complaints, internal requests, invoice and payment data, disputes, collections information, and AR aging to identify root causes and improvement opportunities.
Assess Product-led proposals involving pricing, discounts, bundles, packaging, billing and payment models, and new product setup; evaluate feasibility, system and process changes, costs, and complexity with relevant stakeholders.
Recommend workable approaches, develop business cases with Product that have an expected positive financial return, and define success measures.
Review order-to-cash policies, processes, and customer contract language with Product, FSS, CLC Finance, Legal, and other relevant functions; decide on and oversee CT improvements within the Director’s authority.
Serve as FSS’s primary CT contact for aligning data, sharing insights, and coordinating action on overdue AR, slow cash application, and collection challenges; identify opportunities with FSS to speed collections and provide CT input to relevant FSS policies and roadmap decisions.
Decide when pilots are needed to understand material risk before broader implementation, and oversee coordinated technical and operational delivery of approved changes.
Follow the CLC project process, ensure timely and accurate reporting of progress, risks, and decisions, and coordinate communications and training with Product, FSS, Service, and Sales.
Maintain a timely and accurate CT scorecard with agreed data definitions, data owners, and reporting deadlines; track customer and user feedback, billing and payment quality, overdue AR linked to billing or payment issues, payment speed, revenue impact, efficiency, and completed improvements.
Report customer and financial results by segment, channel, and revenue model; assess performance against business cases and targets; assign corrective-action owners and due dates for material gaps; and escalate unresolved issues.
Decide whether initiatives should continue, change, or stop, and use results to identify further improvement phases.
Lead and coordinate two direct reports: an order-to-cash process and improvement lead, and an order-to-cash data and performance lead.
Travel domestically up to 10% of the time.