Senior Manager, Billing Operations

As our Senior Manager of Billing & Collections Operations, you will lead a team responsible for delivering billing and collections processes that are accurate, timely, and customer-centric. You will ensure operational excellence through strong process execution, clear policy alignment, and a relentless focus on the customer experience.

In this role, you will oversee day-to-day billing and collections operations while continuously identifying opportunities for efficiency, scalability, and improvement. You will manage and develop a high-performing team, establish and enforce operational policies, and partner cross-functionally to ensure consistency across the quote-to-cash lifecycle.

About the roll* (Responsibilities)

• Deliver operational excellence:Ensure billing and collections are completed with precision, timeliness, and an exceptional level of customer care.
• Enforce policy alignment: Maintain and standardize billing and collections policies, SLAs, and procedures to ensure quality and consistency across teams.
• Drive operational improvements: Identify inefficiencies in workflows and processes, implementing changes that enhance scalability and improve customer satisfaction.
• Monitor and measure performance: Define and track KPIs for billing and collections; use data-driven insights to drive accountability and continuous improvement.
• Resolve escalations with care: Oversee and, when necessary, directly resolve customer billing and collections issues while ensuring a positive customer experience.
• Collaborate cross-functionally: Partner with Sales, Customer Success, Finance, and IT to streamline quote-to-cash processes and eliminate customer pain points.
• Lead and develop the team: Inspire, coach, and grow a team that thrives on operational discipline, accountability, and delivering high-quality service

Do You Have the Right Ingredients*? (Requirements)

• 7+ years of experience in Billing, Collections, Revenue Operations, or other transactional operations roles.
• Demonstrated ability to manage and scale customer-facing operations with a strong service orientation.
• Experience enforcing and improving policies, compliance, and SLAs in operational environments.
• Proven ability to identify process inefficiencies and implement effective solutions.
• Strong analytical skills, with the ability to interpret data, define KPIs, and use insights to inform decision-making.
• Excellent communication and problem-solving skills, with a track record of resolving customer issues in a professional, customer-first manner.
• Experience managing and developing high-performing teams.
• Experience with systems such as Salesforce, Zuora Billing or OracleNetSuite; SQL or similar technical skills; 
• Experience working with shared service centers or offshore teams.

AI at Toast

At Toast we’re Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.