Order Management and Billing Manager

Heap is looking for a driven, high-performance Order Management and Billing Manager. This role will be responsible for overseeing the order management and billing process with emphasis on continuous improvement and strengthening existing processes. This position offers the ability to learn, develop and grow your career working for a dynamic and fast-growing SAAS company.

At Heap, this means you will:

• Oversee day-to-day operations to ensure orders and billings are processed in a timely, efficient, and accurate manner
• Provide superior internal and external support, provide guidance, and take action to drive resolution of issues
• Introduce improvements to enhance accuracy of processing / reporting and increase efficiencies for existing and new products and processes.
• Participate in cross-functional projects that will help scale the business and streamline the quote-to-cash process and systems, including defining business requirements and user acceptance testing
• Document processing/billing procedures and best practices to facilitate training of new team members
• Effectively manage, train, mentor, and motivate direct reports to build a world-class Order Management and Billing team
• Monitor workload and adjust coverage to balance volume across team
• Partner with recruiting team to grow team for hiring needs, including sourcing and interviewing candidates
• Produce, track, and evaluate key performance indicators (KPIs) and metrics
• Benchmark existing service levels (SLA's); develop and implement improvements
• Support month-end and quarter-end close activities, with ability to work non-standard hours
• Support ad-hoc assignments as required

30/60/90 Day Plan

Within 30 days, you will:

• Take on full ownership of day-to-day operations to ensure orders and billings are processed in a timely, efficient, and accurate manner
• Gain an understanding of the Heap's opportunity to cash process, systems and establish relationships with cross functional partners.
• Understand Heap's critical business objectives and how you and your organization can support the company in achieving those objectives.

Within 60 days, you will:

• Identify gaps and areas of opportunities, and then prioritize them from critical to future enhancements.

Within 90 days, you will:

• Come up with a 12-month plan for the order to cash organization, define quarterly milestones and OKRs along with key dependencies.
• Define and quantify incremental resources required to support the 12-month plan.

What we're looking for:

• BA/BS degree in Business Management or related operational field or equivalent practical experience
• 5-8 years' experience, with 3+ years' experience leading an order processing and/or billing team, with a SaaS based technology company
• Embodies Heap's company values and is a cultural champion
• Excellent sense of customer service and cross-departmental collaboration
• Creativity and a constant awareness of the end user's experience
• Demonstrated success managing offshore teams
• Strong leadership and communication skills, organized and able to multitask
• Experience with Salesforce.com, Netsuite, Zuora, and Google Suite a plus
• Requires excellent interpersonal, verbal and written communication skills
• Advanced MS Excel experience is required
• Strong analytical skills and a natural predisposition toward data-driven decision making
• Ability to work with others in a collaborative team environment
• Experience leading continuous improvement initiatives across cross functional teams

People are what make Heap awesome. Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive equal opportunity workplace everyone can call home.

Heap has raised $205M in funding from NEA, Y Combinator, Menlo Ventures, SVAngel, Sam Altman, Garry Tan, Alexis Ohanian, Harj Taggar, Ram Shriram, and others. We offer plenty of awesome benefits, and we were named #1 on Glassdoor's Best Places to Work (SMB). We'd love to hear from you!

#LI-LB1