- Directly manage the Billing team and Customer Service Representatives, setting clear expectations for daily execution, responsiveness, accuracy, and accountability.
- Serve as the immediate day-to-day leader for both groups, ensuring coverage, productivity, and consistent follow-through across the operations department.
- Act as the official representative of the Operations Team and primary point of contact when the Director of Operations is absent or unavailable.
- Act as the first escalation point for the Billing and Customer Service teams on day-to-day operational concerns, customer-impacting issues, workflow blockers, and process questions.
- Break down critical operational workflows into clearly defined stages, owners, and triggers so that tasks move smoothly from one step to the next.
- Oversee end-to-end processing of fully signed NPs, ensuring each case progresses through required operational steps accurately and on time.
- Provide oversight of validation logic for records being entered into operational tracking sheets, ensuring that information is accurate before it moves downstream into billing and reporting.
- Own day-to-day oversight of manual exceptions such as start date changes, contract term changes, pricing adjustments, and subscription updates.
- Work closely with the Director of Operations to surface operational friction points, support process redesign, and help operationalize new workflows or system enhancements in Odoo.
- Track team performance, workflow completion, backlog levels, and recurring operational issues using practical scorecards and reporting tools.
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