Manager, Billing Operations at Intercom

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

Experience building, coaching, and developing teams
Experience managing global billing operations across multiple regions and currencies
Experience with cash collection and minimizing overdue accounts
Experience with billing systems (Salesforce, Stripe, Tesorio)
Understanding of order-to-cash (OTC) process
Experience with forecasting and variance analysis
Strong collaboration and communication skills
Experience with process improvement methodologies

Responsibilities

Build, coach, and develop a team of billing and cash collection specialists
Manage day-to-day global billing operations
Manage concession requests and billing disputes
Oversee the cash collection process
Collaborate with cross-functional teams (Finance, RevOps, Product, Customer Support)
Collaborate with Revenue Accounting on complex sales deals
Collaborate with Revenue Accounting and Data Engineers on Bookings to Billings ARR reconciliation
Collaborate with Finance on the forecast process
Serve as a key stakeholder for billing-related tools and integrations
Identify, design, and implement process improvements
Ensure proper billing systems configuration and integration

Skills

Key technologies and capabilities for this role

Billing OperationsCash CollectionTeam LeadershipPerformance ManagementOrder-to-CashAutomationFinanceRevOpsMulti-Currency BillingGlobal Operations

Questions & Answers

Common questions about this position

What does the Manager, Billing Operations role entail in terms of team leadership?

You will build, coach, and develop a team of billing and cash collection specialists, set team objectives and individual performance goals, conduct reviews, and manage resource allocation.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What cross-functional collaborations are required in this role?

You’ll partner closely with Finance, RevOps, Product, Customer Support, GTM, Pricing, Revenue Accounting, and Deal Desk to improve processes, support initiatives, and ensure alignment.

What makes a strong candidate for the Manager, Billing Operations position?

A strong candidate combines operational excellence, customer empathy, systems fluency, experience managing global billing operations, cash collections, and cross-functional partnerships with deep OTC process knowledge.

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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