Senior Manager, Billing & Payment Platforms

Position Title: Senior Manager, Billing & Payment Platforms

Base Salary: $125,000 to $183,000 annually DOE

Bonus: Target annual bonus

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. 

As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.  

Our Company Values:

• Genuinely Caring:  We treat customers and colleagues like neighbors, with empathy and full attention. 

• Empowering You:  We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. 

• Innovation and Improvement:  We constantly seek ways to improve how we serve customers and each other.  

• Earning Your Trust:  We build trust through clear, honest, human communication. 

Job Summary

The Senior Manager - Billing and Payment Solutions provides end-to-end leadership for billing and payment platforms across a multi-system environment (DPI, GTV, and legacy). This role is accountable for platform integrity (rating, invoicing, payments, and posting), operational stability, and a forward-looking, AI-first modernization roadmap that reduces manual interventions, eliminates revenue leakage, and improves customer trust through automated, scalable architecture.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Platform Stability & Availability (End-to-End)

· Own end-to-end billing platform stability and availability across residential, small business (SMB), commercial, enterprise, and wholesale services.

Billing Execution Accuracy & Controls (Rating → Invoice → Bill Delivery)

· Ensure accurate rating, invoicing, bill generation, and bill delivery across DPI, GTV, and legacy systems; define controls that prevent missing/incorrect bills.

Order-to-Bill & Billing Data Integrity (Triggers, Mapping, Tech Debt)

· Own order-to-bill and service-to-bill trigger integrity; partner with Product and Engineering to ensure service activation/changes are reflected correctly in billing.

· Drive billing data integrity (account alignment, service mapping, migration/coexistence correctness) and reduce technical debt created by manual corrections.

Payments Processing, Exceptions & Customer Experience

· Own payment processing integrations (credit card, ACH, autopay) and vendor relationships; ensure reliable authorization, settlement, posting, and customer experience.

· Monitor and reduce payment failures/rejections through instrumentation, root-cause analysis, vendor escalation, and remediation plans.

· Oversee payment exceptions including refunds, chargebacks, closed-account limitations, and manual corrections; ensure reconciliation and downstream financial accuracy.

Compliance, Incident Leadership & Modernization/Governance

· Partner with Finance/Accounting on billing compliance, audit support, and operational impacts (including OpEx/CapEx considerations where applicable).

· Ensure payment security and regulatory compliance (including PCI scope coordination, evidence collection, and remediation in partnership with Security and vendors).

· Lead incident response and problem management for billing/payment defects and customer escalations; produce high-quality RCAs and drive preventive fixes.

· Define and execute an AI-first modernization roadmap to automate exception handling, improve end-to-end integrity, and unify billing engines and payment gateways into a scalable target architecture.

· Act as the cross-functional owner for billing and payments across Product, Care/CX, Operations, Finance, ERP, and Engineering, setting clear priorities and governance cadence.

Other Duties

· Performs other duties as required to support the business and evolving organization .

Required Qualifications:

· Bachelor’s degree in Business, Finance, Accounting, Computer Science, Information Systems, Engineering, or a related field.

· Minimum of eight (8) years of progressive experience in billing, payments, revenue systems, or fintech/telecom monetization platforms, including ownership of mission-critical production systems.

· Minimum of three (3) years of people leadership and/or cross-functional leadership with accountability for outcomes (stability, accuracy, financial controls, and customer impact).

· Demonstrated experience operating in a multi-platform ecosystem (multiple billing engines, payment gateways, and downstream finance/ERP integrations).

· Strong understanding of payment processing concepts (authorization, settlement, funding, disputes/chargebacks, ACH files, reconciliation).

· Experience leading incident response, problem management, and RCA practices for production issues that impact customers and revenue.

· Proven ability to reduce manual interventions through process redesign, automation, and platform improvements; comfort translating operational pain into engineering roadmaps.

· Experience partnering with Finance/Accounting and internal audit on controls, compliance, and data accuracy.

· Ability to manage vendor relationships and deliverables (SOWs, change orders, SLAs) and coordinate escalations effectively.

· Excellent communication skills with the ability to align executives and working teams around priorities, tradeoffs, and delivery plans.

Preferred Qualifications:

· Master’s degree (e.g., MBA, MS) for advanced responsibilities related to enterprise billing and payments platforms, financial governance, and platform modernization.

· Experience in telecom, subscription, or usage-based rating and billing models (including product catalog, rating, invoicing, and collections workflows).

· Hands-on experience with PCI programs (scope definition, evidence collection, compensating controls) and coordination with QSAs/assessors and payment vendors.

· Familiarity with billing platforms such as Netcracker and/or environments similar to DPI and GTV; experience with platform migrations/coexistence strategies.

· Experience designing controls and observability for revenue systems (e.g., reconciliation, anomaly detection, billing/payment integrity dashboards).

· Experience applying AI/ML or intelligent automation to revenue operations (exception classification, anomaly detection, automated triage, and self-healing workflows).

· Working knowledge of APIs, event-driven integrations, and data pipelines that support order-to-cash processes.

Knowledge, Skills, and Abilities:

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