Senior Manager, Financial Operations

Commerce•Austin, TX

1d•Hybrid

About The Position

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. BigCommerce, part of the Commerce brand family, helps merchants increase sales at every stage of their growth. We are seeking a Senior Manager, Financial Operations to be responsible for the development and ongoing performance of a portion of the Quote to Cash process which is a critical function of our customers' journey. This customer-facing position will require an empathetic individual focused on providing the best experience to all our customers and stakeholders. They will manage team members focused on ensuring compliance with our business model, mission, and standards.

Requirements

Bachelor’s degree in Business, Finance, Accounting, or other relevant course of study preferred
6+ years of accounting, contracting, fulfillment, billing & accounts services, accounts receivable, and/or collections experience
3+ years of team leadership experience within a finance or operations discipline
Ability to effectively manage a worldwide, remote staff
Excellent interpersonal, verbal and written communication skills
Possess exceptional skills in collaboration, negotiation, and the ability to drive consensus with key business partners
Ability to self-direct and use independent judgment to make decisions while recognizing when to escalate issues to senior management
Ability to influence others through shared outcomes and common goals
Strong capability with SaaS and Agile workflows and technologies
Strong capability with CRM and ticketing software including Salesforce, Impartner, Five9, ACD
Strong capability with Billing / Collections software including Zuora, Ariba, and Intacct
Strong capability with Contracting software including Conga and Ironclad
Strong capability with end-to-end process design, waste reduction, change management, and project management
Proven record of using operations expertise to improve quality of service and drive efficiency across a breadth of prior challenging experiences
Takes initiative to find ways to get better results, seeks and takes advantage of ideas, best practices and solutions
Agile when faced with disruptions and excels in a fast-paced team-oriented environment
Comfortable with large amounts of data and proficient at leveraging that to tell a compelling story
Must be flexible to shift work and occasional overtime

Nice To Haves

Experience working with a SaaS eCommerce or other subscription-based company preferred

Responsibilities

Execute and contribute to strategies for the Quote to Cash teams in order to meet and sustain performance and hit the company's portfolio targets
Lead or assist in the research, development and implementation/integration of automated and scalable business processes and best practices
Work cross functionally with other teams including Legal, Product, and Business Applications to develop project plans to deliver on roadmap items
Prioritize resources amongst a backlog of activities through the evaluation of challenges and opportunities
Assist with month-end revenue recognition reporting, ad-hoc account, and month-end duties where necessary
Deliver results through optimizing operational metrics, KPIs, and SLAs that support the entire customer lifecycle
Manage assigned business processes and Quote to Cash team members including but not limited to contracting, provisioning / fulfillment, revenue recognition, billing, payments, and collections
Establish and oversee individual and team goals aligned with organizational objectives
Supervise the daily activities of one or more teams ensuring efficient and effective performance
Develop and implement performance metrics and key performance indicators (KPIs) aimed at improved team effectiveness and productivity
Conduct regular performance evaluations, providing constructive feedback, setting clear objectives, and outlining development plans
Provide mentorship, guidance, and support to team members to enhance their skills, knowledge, and overall performance
Identify training needs and opportunities for skill development, arranging or facilitating relevant training sessions or workshops for the team
Address performance issues promptly and tactfully, implementing corrective actions when necessary
Collaborate with HR on talent management initiatives including recruitment, onboarding, and succession planning
Foster a positive and motivating work environment that encourages teamwork, open communication, and a shared vision for success
Oversee and manage the schedules of a distributed team of direct reports in what can be a 24x7 environment
Provide world-class service to customers, internal and external stakeholders
Multi-channel support via email/web, live-chat, and telephone
Manage customer disputes and escalations while verifying proper reporting and recognition of these disputes
Make informed decisions on policy exceptions within business approved guidelines
Lead supplier negotiations via process driven methodologies (i.e. RFI, RFP, RFQ) when appropriate
Generate, maintain, and review a set of appropriate reports
Work closely with organizational leaders to ensure relevant KPIs are maintained at an acceptable level
Identify issues attributing to process failures and customer escalations
Perform and review necessary SOX / compliance and regulatory audits
Performs other duties as assigned