Supervisor, Billing Operations

Position Overview

Twilio is seeking a Supervisor, Billing Operations to support the order management and billing function. This role will work closely with Deal Operations, Revenue Accounting, and Sales to ensure timely and accurate order processing through to invoicing. The position involves supporting a team based in India and collaborating with global team members in India, Ireland, and the United States.

About Twilio

At Twilio, we are shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, a strong culture of connection, and global inclusion means that no matter your location, you are part of a vibrant team making a global impact. Your career at Twilio is in your hands.

Responsibilities

In this role, you will:

• Lead and supervise an international team of analysts in order management and billing operations to ensure timely and accurate order processing, including invoice generation.
• Respond to or provide resolutions for internal and external customer inquiries in a timely manner, including handling escalations from billing, collections, and order management analysts.
• Review and validate customer contracts across multiple systems to ensure the accuracy of financial data and the accurate and timely provisioning of contracts prepared by analysts.
• Execute and own SOX compliant month-end reconciliations over billing and provisioning, ensuring completeness and accuracy.
• Support quarterly and annual inquiries, requests, and activities originating from external and internal auditors and tax consultants.
• Participate in and coordinate new process implementations, operational improvements, system enhancements, and training for new team members.

Qualifications

Twilio values diverse experiences from all kinds of industries. We encourage everyone who meets the required qualifications to apply.

Required:

• 5+ years of experience in a billing operations role.
• Experience with Zuora and Salesforce.
• Experience supporting team members from a supervisory standpoint.
• Excellent communication skills for internal and external stakeholders.
• Proficiency in Excel.
• Strong attention to detail.
• Ability to prioritize and multitask during high-volume order processing.
• Ability to identify, analyze, and resolve issues independently.
• Collaborative working style and experience working cross-functionally.
• Ability to support flexible timezone meetings periodically.

Desired:

• Experience working in the SaaS/technology industry.
• Experience working with an international team.
• Knowledge of and experience with SOX controls.

Location

This role will be remote and based in India.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. Approximately 5% travel is anticipated.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees.