Senior Billing Services Manager

What We Offer:

• Hybrid work schedule 
• Competitive health & wellness benefits, 401(k) & company match 
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement 
• Pet Insurance and Paid Pet Bereavement 
• Training & Development and Career Growth 
• Tuition Reimbursement 
• Onsite fitness facilities 
• Team Member Hotel Rates 

What We’re Looking For:
This position provides management and strategic leadership in a high volume financial shared services environment supporting an exciting collection of hotel properties across North America. This leader oversees the activities of a dynamic group of team members and is the liaison with our hotel leaders and hotel guests/clients. Maintaining strong internal controls, driving high levels of team member performance and engagement and exceeding expectations of all stakeholders is of paramount importance. This Senior Manager is a results-driven professional who directs the activities of the Billing Services Managers to deliver our brand promise of extraordinary customer service to our hotel guests and team members. This leader will collaborate with cross-functional teams on continuous improvement initiatives including facilitating the deployment of various software solutions that meet customer needs and enhance operational efficiency. The Senior Billing Services Manager reports to the Director of Billing and Credit Services. 

Who You Are:

• A relationship builder with a dynamic approach to developing connections 
• A continually curious forward thinker who loves to find creative solutions 
• A team builder with the ability to establish a loyal following  
• Comfortable with taking the lead in a variety of settings 
• Collaborator who excels in an exciting, ever-evolving environment 

What You Will Do:

• Directs the activities of Billing Service Managers responsible for meetings and events invoicing, group commission payments, and Travel Partner billing and collection processes to ensure completeness, accuracy, and timeliness. 
• Assigns and monitors work to ensure proper balance and maximum efficiency, labor costs and performance metric objectives. 
• Continually monitors and reports metrics and key performance indicators (KPIs) to ensure service levels are maintained and targets are met. 
• Creates executive dashboards and visualizations that communicate progress, performance metrics and strategic outcomes
• Ensures environment of internal controls and best practices is enforced, regularly tested, and corrective action taken where appropriate. 
• Manages guest/client problem resolution and contact escalation. 
• Develops and executes action plans to drive internal controls compliance and employee satisfaction targets. 
• Builds strong relationships with hotel property leaders to ensure their needs are met and concerns are addressed in a timely and professional manner.   
• Develops and implements processes, procedures, and training documentation; provides training to team members and hotel property audiences. 
• Identifies opportunities for process improvements and deploys innovative forward-thinking optimization strategies and solutions
• Translates business needs to technical requirements and system enhancements from inception to implementation.
• Integrates user and stakeholder experiences into operational strategies to ensure continuous improvement. 
• Collaborates with both internal and external teams on detailed User Acceptance Test Plans, workflows and go-live plans that align with the project initiatives and objectives.
• May be required to work varying schedules to reflect business needs.
• Other duties as assigned 

Your Experience Includes:

• 5+ years of experience working with Billing, Accounting and Business Analytics (i.e., Advanced Excel, SQL, Data warehouse, etc.)
• Advanced knowledge and experience with Smartsheet, a plus.
• Business Administration/Accounting Degree preferred. 
• Business Analyst or Project Management Certifications a plus.
• 5+ years Senior-level management experience in a fast-paced shared services environment.
• 5+ years of customer-facing work experience in hospitality or finance environment. 
• 3+ years large-scale systems implementation within Order-to-Cash.

Who You’ll Supervise:

• Meetings and Events Billing Services Manager 
• Travel Partner Billing Services Manager