Supervisor, Billing Operations

The Supervisor of Billing Operations at Twilio is responsible for leading and managing a team of analysts to guarantee accurate and timely processing of orders and invoicing. This includes overseeing customer inquiries, handling escalations, validating customer contracts across multiple systems, and executing SOX compliant month-end reconciliations.

To be successful as a Supervisor in Billing Operations at Twilio, candidates are required to have at least 7+ years of experience in order-to-cash processes, including 5+ years in a managerial role. Proficiency with systems like Zuora, Salesforce CRM, and advanced analytical skills are also essential.

Twilio encourages professional growth through training, process implementations, and continuous improvement initiatives specific to the Billing Operations team. Supervisors are expected to develop their team, providing insights on performance metrics and leading them toward achieving operational excellence.

The salary for the Supervisor, Billing Operations role at Twilio is competitive, ranging from $81,000 to $101,000 CAD, depending on location and experience. This reflects Twilio's commitment to attracting top talent and rewarding hard work.

Yes! The Supervisor, Billing Operations position at Twilio is fully remote, allowing you to work from anywhere in Ontario. Twilio values a remote-first culture that promotes work-life balance and flexibility.

When answering this question, highlight any hands-on experience you have with Zuora or similar systems. Discuss specific responsibilities and projects where you used the system to streamline billing processes or resolve issues.

Explain your approach to managing conflict, emphasizing communication and problem-solving skills. Share specific examples of past disputes you successfully navigated, detailing the outcome and lessons learned.

Share detailed examples of operational improvements you’ve led. Focus on the steps you took, the analytical methods you used, and the results of your improvements in efficiency or compliance.

Discuss your leadership approach in maintaining team morale and focus during busy periods. Try to provide examples of tactics like regular check-ins, prioritization strategies, or resource allocation you’ve used to keep your team on track.

Talk about the importance of metrics in evaluating the efficiency of billing processes. Mention specific metrics, such as invoice accuracy, dispute resolution time, and monthly close timelines, and how monitoring them informs decision-making.

Illustrate your ability to work with various departments. Discuss how you’ve collaborated with teams from sales, accounting, and other operations to solve problems or streamline workflows, providing concrete examples.

Explain your philosophy on leadership and motivation. Share techniques you use to inspire and develop your team, especially in setting individual performance goals aligned with organizational objectives.

To answer this, demonstrate your knowledge of SOX requirements and how they relate to billing processes. Discuss the importance of compliance in maintaining accurate financial reporting and avoiding operational risks.

Address the complexities of remote team management, such as communication barriers and maintaining engagement. Provide examples of solutions you’ve implemented to overcome these challenges effectively.

Share your thoughts on the importance of staying current with technology trends. Discuss how you would evaluate and implement new financial systems or tools that could improve efficiency and accuracy in billing processes.