Director, Customer Service - Order to Cash

Wolters Kluwer•New York City, NY

1d•$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 delivering an industry-leading customer and internal user experience and improving financial outcomes, including invoice accuracy, payment speed, revenue realization, operating efficiency, and overdue receivables attributable to billing or payment issues. The Director brings Product, CLC Finance, FSS, technology, Service, Sales, and other stakeholders together as one team, using data and analysis to establish 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, resolving competing recommendations and determining which improvements to prioritize, pilot, advance, change, or stop. Partner functions provide input and carry out decisions within their areas and meet agreed commitments, while functional leaders retain authority over their people, budgets, systems, and controls. FSS owns accounts receivable, payment application, and collections, including associated operations and systems. The Director works with FSS on CT issues affecting customers’ ability or willingness to pay and supports faster collections and cash application, while FSS retains execution responsibility within its remit. The Director follows global policies and processes and uses global systems, such as BlackLine, wherever possible. If this would create a financial downside for CLC, the Director works with FSS to justify and align on a variation. 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. These functions align on operating practices, help shape initiatives, and commit the resources, deliverables, milestones, and performance measures required to execute decisions. The initial mandate is limited to CT, CLC’s largest and most complex brand, with possible expansion to other CLC brands if the approach delivers the desired results. The Director sets strategy and improvement priorities; builds and governs a prioritized roadmap; maps customer journeys and analyzes feedback, billing, payment, dispute, collections, and accounts-receivable information to identify root causes; and assesses Product-led commercial proposals for feasibility, cost, complexity, and expected financial return. The role works with relevant functions to improve policies, processes, customer contract language, collections, and receivables outcomes. It oversees pilots and coordinated technical and operational delivery, supports communications and training, and maintains a scorecard to measure customer and financial outcomes, assess results against business cases and targets, require corrective action when needed, and determine whether initiatives should continue, change, or stop. The position is based with a strong preference for a hybrid worker attending the New York City office at least eight times a month. It involves up to 10% domestic travel. Compensation is listed at $140,800–$251,500 USD, and the role is eligible for a bonus.

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 control objectives, and working 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 from process teams, resolve competing recommendations, and make and enforce improvement decisions based on customer and financial impact.
Set CT process and policy direction within applicable global requirements, and work with responsible functions to implement decisions.
Align with global systems and processes wherever practical and apply relevant practices from other business units and divisions.
Maintain a prioritized roadmap, documenting owners, contributors, decision rights, capacity, milestones, dependencies, benefits, measures, escalation paths, and maintenance ownership for each initiative.
Agree on delivery owners and timing with functional leaders; monitor dependencies and milestones; confirm required results before initiatives advance through implementation gates or close; and escalate ownership, resource, or decision gaps.
Maintain an order-to-cash customer journey map by CT 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 for feasibility, system and process changes, cost, and complexity.
Work with Product to develop business cases for commercial proposals with expected positive financial returns and defined success measures, recommending workable alternatives when appropriate.
Review order-to-cash policies, processes, and customer contract language with Product, FSS, CLC Finance, Legal, and other relevant functions.
Oversee implementation of CT improvements within the Director’s authority, including efficiency improvements.
Serve as FSS’s primary CT contact for aligning data, sharing insights, and coordinating action on issues affecting overdue AR, cash application, or collections.
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.
Oversee coordinated technical and operational delivery of approved changes, using CLC Project Management support when needed.
Follow the CLC project process; ensure timely, 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 relevant customer and financial results by segment, channel, and revenue model; assess performance against business cases and shared targets; assign corrective-action owners and due dates for material gaps; and escalate unresolved issues.
Decide whether initiatives should continue as planned, change, or stop, and use results to identify further improvement phases.
Lead and develop two direct reports: an order-to-cash process and improvement lead and an order-to-cash data and performance lead.