Senior Manager, Billing & Payment Platforms

This is a remote position. 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. 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