Manager - Billing and Business Process Management

Optimum•New York, NY

About The Position

As the Manager of Billing and Business Process Management, you will play a pivotal role in shaping and enhancing the customer bill experience across various touchpoints. This includes helping launch a new bill experience across our Fixed and Mobile products, identifying improvements to bills that will reduce confusion and improve accuracy, and working our technology partners to implement the changes.

Requirements

Bachelor's degree in Business, Engineering, or a related field
Proven track record of at least 5 years in billing roles within the telecommunications or similar industries; preferred experience working with Amdocs billing platforms
Strong attention to detail and understanding billing systems and operations
Experience working with cross-functional teams and driving projects to successful completion.
Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels

Responsibilities

New Bill Launch: work with Amdocs, IT, Comms team to launch a new iteration of the invoice, and ensure all customers and agents are aware of the changes.
Billing Audits: perform detailed analyses of invoices to highlight opportunities for improvement and work with the teams to make the necessary updates.
Identify Opportunities: collaborate with Customer Experience, product, sales, customer care, and billing assurance teams to analyze customer feedback, operational data, and market trends to identify areas for enhancing the billing experience.
Cost to Serve improvements: identify and drive initiatives that will reduce the Customer Contact Rate and Repeat Rate; primary focus will be on customers with billing and account-related issues, addressing the root cause issues and identifying how to prevent them going forward. This will include programs such as improving bill presentation, bill messaging, etc.
Strategic Planning: help build a customer experience improvement strategy for billing that aligns with the company's goals and values; create a roadmap for enhancing processes, systems, and interactions to drive customer satisfaction.
Cross-Functional Collaboration: work closely with product, sales, customer care, field services, and other relevant departments to foster a culture of customer-centricity; build strong relationships to drive collaborative efforts toward improving the end-to-end customer experience.
Solution Design: devise innovative solutions that address pain points and gaps in the customer journey; lead brainstorming sessions and workshops to generate ideas and strategies for enhancing customer interactions and service quality.
Change Implementation: drive the implementation of customer experience improvement initiatives across departments; collaborate with stakeholders to ensure seamless execution while minimizing disruptions to ongoing operations.
Measurement and Analysis: establish key performance indicators (KPIs) and metrics to measure the effectiveness of improvement initiatives; regularly analyze and evaluate performance data to track progress and make data-driven adjustments as needed.
Leadership Communication: provide regular updates to the leadership team on the status of improvement projects, milestones achieved, and areas that require attention; present findings, insights, and recommendations in a clear and concise manner.