Director- Billing Experience & Transformation

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Billing Experience Transformation Director will help develop and lead the execution of strategies that improve the billing experience for end users and customers by driving operational efficiency, improving self-service capabilities, and reducing friction points. This role will define and implement billing processes including but not limited to: data cleanup, reducing billing-related call volumes, enhancing Interactive Voice Response (IVR) systems, and leveraging emerging technologies (e.g., AI) as part of key solutions. The ideal candidate is a strategic thinker with strong analytical skills, a customer-centric mindset, and experience in process improvement within billing or customer operations.
Responsibilities
• Billing Data Cleanup: Implement strategy and process leading to the identification, analysis, and resolution of billing data inaccuracies, inconsistencies, and redundancies to ensure accurate and reliable billing information for customers and internal teams. • Billing-Related Call Volume Reduction: Design and implement strategies to proactively address common billing inquiries and issues, minimizing customer calls by improving transparency, communication, and self-service options. • Process Optimization: Lead workshops to help identify inefficiencies in current billing workflows and implement transformative solutions to improve accuracy, efficiency, and customer satisfaction. • Collaborate with technology teams on best in class processes for billing and revenue close, assuring the technology supports the business needs.• Cross-Functional Collaboration: Partner with IT, customer service, marketing, and finance teams to align billing transformation initiatives with broader organizational goals. • Performance Metrics & Reporting: Define and track key performance indicators (KPIs) such as call volume reduction, IVR containment rates, and billing error rates to measure the success of transformation efforts. • Customer Experience Advocacy: Act as a voice for the customer, ensuring billing processes and communications are intuitive, transparent, and aligned with a positive user experience. • Change Management: Drive adoption of new processes and tools by developing training materials, communicating changes to stakeholders, and addressing resistance to transformation efforts.• Billing Migration: Establish data validation, reconciliation, and audit controls to ensure accuracy of customer accounts, billing balances, products, and historical transactions. Implement metrics and dashboards to track migration quality, error rates, fallout, and remediation progress. Partner with Revenue Assurance and Finance to ensure billing integrity and revenue protection. Partner with Billing Operations, IT, Finance, Customer Care, Product, and Legal/Compliance teams to ensure business requirements are met. Lead executive-level communications on migration status, risks, and outcomes.
Qualifications
• Bachelor's degree in Business Administration, MIS, Operations, Finance, or a related field• 5+ years of experience in billing operations, customer experience, or process improvement roles. • Proven track record of leading data cleanup initiatives and improving operational workflows. • Strong understanding of marketing offers and their impact on billing processes. • Exceptional analytical and problem-solving skills, with proficiency in data analysis tools (e.g., Excel, SQL, or similar). • Excellent project management skills, with the ability to manage multiple priorities and meet deadlines. • Strong communication and collaboration skills to work effectively across departments.
Preferred Skills: • Experience in change management or transformation projects. • Knowledge of customer journey mapping and user experience design principles. • Ability to translate technical billing concepts into customer-friendly solutions.
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $141,372.00 - $201,960.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City