Customer Operations Manager
$114,000–$114,000 year
HybridDublin, California, United States
Job Summary
Receive, log, and evaluate high-severity escalations related to billing, invoicing, renewals, and contract discrepancies, assessing severity and financial impact. Own escalated accounts as the primary point of contact for internal teams and major accounts, providing clear communication and executive-level visibility. Apply governance tiers to prioritize and route escalations, ensuring timely acknowledgment and aligned next steps. Coordinate end-to-end account audits to identify gaps and inconsistencies across CPQ, Billing, ERP, and Payment systems. Drive cross-functional teams to correct errors and manage customer communication until accounts are fully remediated. Verify agreements, pricing, and billing terms against executed contracts before closing any escalation. Maintain audit-ready documentation for each escalation and facilitate monthly reviews to support upstream process improvements.
Required Qualifications
- 4–6 years' experience in billing operations, revenue operations, quote-to-cash, or back-office finance environments
- Deep knowledge of quote-to-cash processes, including CPQ, order management, invoicing, billing, collections, and revenue recognition
- Hands-on experience using Salesforce as a core operating platform
- Strong understanding of the interplay between CPQ, ERP, CRM, and billing systems
- Proven ability to lead through influence across cross-functional teams, especially in high-pressure or high-visibility situations
- Excellent written and verbal communication skills
- Strong analytical judgment
- Highly organized approach to documentation and follow-through
Desired Qualifications
- Bachelor of Science degree
- Bachelor of Business Administration degree
- Equivalent experience
- Experience managing high-severity escalations or complex customer financial issues
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