Manager, Billing & Revenue Assurance

Description
JOB TITLE: Manager, Billing & Revenue Assurance

JOB SUMMARY:

The Manager, Billing & Revenue Assurance is responsible for overseeing customer billing operations and revenue assurance activities to ensure services are billed accurately, completely, and timely while minimizing revenue leakage and improving operational efficiency. This role leads the Billing and Revenue Assurance teams and works closely with Service Delivery, Sales, Accounting, Product, Engineering, and carrier/vendor management teams. The Manager is responsible for establishing controls throughout the customer and service lifecycle—from order activation through billing, changes, disconnects, and vendor cost reconciliation—to ensure that customer billing and underlying carrier expenses accurately reflect the services being provided.

The ideal candidate combines strong telecommunications billing knowledge, financial and analytical skills, operational leadership, and a continuous-improvement mindset.

ESSENTIAL JOB FUNCTIONS:

The Manager, Billing & Revenue Assurance is responsible for billing operations, revenue assurance, carrier cost and margin assurance, billing disputes and adjustments including but not limited to:

Lead day-to-day customer billing operations, ensuring accurate and timely invoicing across telecommunications products and services.
Manage billing activities for recurring monthly charges, usage, one-time charges, installation fees, equipment, taxes, surcharges, credits, adjustments, and other applicable charges.
Establish and monitor quality controls to identify errors before invoices are released.
Manage complex billing issues and escalations involving strategic or high-value customers.
Ensure billing accurately reflects customer contracts, service orders, amendments, pricing changes, discounts, and disconnect activity.
Partner with Service Delivery teams to ensure newly installed services are accurately transitioned into billing.
Ensure MACD activity—including moves, adds, changes, and disconnects—are properly reflected in customer billing.
Develop and maintain policies, procedures, documentation, and internal controls.
Develop and manage a comprehensive revenue assurance program designed to identify and prevent revenue leakage.
Perform recurring audits comparing customer contracts, orders, provisioning records, network/service inventory, customer billing, and vendor costs.
Identify services that are active but not billed, incorrectly billed, billed at incorrect rates, or continuing to incur vendor costs after customer disconnect.
Analyze billing and service data to identify trends, anomalies, systemic issues, and potential revenue leakage.
Track identified revenue leakage through resolution and quantify revenue recovered or future losses prevented.
Partner with operational teams to address root causes rather than relying solely on billing corrections.
Develop automated and exception-based reporting to proactively identify revenue assurance risks.
Support COGS audits and initiatives designed to reduce unnecessary telecommunications expenses.
Provide oversight of customer billing disputes, credits, adjustments, and billing corrections.
Develop and present recommendations to senior leadership regarding revenue recovery, cost reduction, margin improvement, and process changes.
Establish approval controls and documentation requirements for billing credits and adjustments.
Represent Billing and Revenue Assurance in strategic initiatives, organizational projects, system implementations, acquisitions, migrations, and new product introductions.
Analyze recurring disputes to identify systemic billing, ordering, provisioning, or process issues.
Monitor aging billing disputes and ensure timely resolution.
Present complex billing matters, financial trends, service inventories, credits, disputes, and remediation plans directly to customer leadership and executive stakeholders.
Proactively identify financial and operational risks within strategic customer accounts and develop cross-functional action plans to protect revenue, improve margins, and strengthen customer retention.
Serve as an escalation point for high-value and complex customer billing issues, with authority to coordinate resolution across Billing, Finance, Service Delivery, Sales, Provisioning, Product, and carrier organizations.
Evaluate the end-to-end order-to-cash lifecycle to identify opportunities to improve accuracy, controls, automation, and efficiency.
Serve as the Billing and Revenue Assurance subject matter expert for strategic and enterprise customers, representing the organization in quarterly business reviews (QBRs), executive customer meetings, and financial performance discussions.
Identify opportunities to automate manual billing and revenue assurance processes.
Lead root-cause analysis for recurring billing and revenue leakage issues.
Participate in system implementations, billing platform enhancements, migrations, acquisitions, and new product launches.
Develop and maintain KPIs and dashboards.
Develop team expertise in telecommunications products, billing systems, carrier invoices, service inventory, contracts, and revenue assurance practices.
Creates and maintains a culture that fosters high standards of integrity and honesty within the department. Positively influences managerial integrity and accountability. Reinforces difficult decisions that align with organizational objectives.
Manages in an ethical manner and influences others to act accordingly. Consistently follows policies, procedures, and guidelines of the organization. Establishes self as a credible and trustworthy source for subordinate sand staff.
Displays initiative and commitment in carrying out the organizations’ s mission, strategy, and culture. Aligns with corporate values to inspire, motivate, and guide others to accomplish company initiatives.
Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times.
Performing any miscellaneous duties as needed.

JOB REQUIREMENTS

Education and Experience:

5+ years of experience in telecommunications billing, revenue assurance, finance, service delivery, operations, or a related discipline.
2+ years of supervisory or management experience preferred.
Strong understanding of telecommunications billing and the order-to-cash lifecycle.
Experience with recurring services, usage-based billing, telecom taxes and surcharges, credits, adjustments, and service disconnects.
Experience analyzing carrier/vendor invoices and telecommunications service costs.
Strong analytical and problem-solving skills with the ability to identify discrepancies across multiple systems and data sources.
Advanced Microsoft Excel skills and experience working with large datasets.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and complex operational issues.
Strong written and verbal communication skills.
Demonstrated ability to work effectively across departments and drive issues through resolution.

Core Competencies

Agile – Embraces change; adaptable and flexible; sense of urgency;
Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

Develop Employees- Coach, Empower; Engage; mentor; Teach
Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen

Other Requirements

Background record that meets Company standards;
Reliable means of transportation at all times;
Present professional appearance and demeanor;
Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
Valid driver’s license and driving record that meets company standards at all times (used if driving is required).
PHYSICAL DEMANDS

Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 50 lbs. is occasionally needed.

WORKING CONDITIONS

The Manager, Billing & Revenue Assurance is a salaried, exempt position working 40 hours per week and additional hours as necessary.
The Manager, Billing & Revenue Assurance will work in both indoor and outdoor environments as required.
Manager, Billing & Revenue Assurance must carry a cell phone and be available for emergency issues surrounding service implementation, to include evenings, weekends and holidays as designated by the department manager.
Manager, Billing & Revenue Assurance will be subject to periodic record checks, and will be required to give written approval upon request.
The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes