Senior Manager, Billing & Payment Platforms
This is a remote position.
Position Title: Senior Manager, Billing & Payment Platforms
Base Salary: $125,000 to $183,000 annually DOE
Bonus: Target annual bonus
Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.
Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge.
As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.
Our Company Values:
-
Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention.
-
Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions.
-
Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other.
-
Earning Your Trust: We build trust through clear, honest, human communication.
Job Summary
The Senior Manager - Billing and Payment Solutions provides end-to-end leadership for billing and payment platforms across a multi-system environment (DPI, GTV, and legacy). This role is accountable for platform integrity (rating, invoicing, payments, and posting), operational stability, and a forward-looking, AI-first modernization roadmap that reduces manual interventions, eliminates revenue leakage, and improves customer trust through automated, scalable architecture.
Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.
Platform Stability & Availability (End-to-End)
·Own end-to-end billing platform stability and availability across residential, small business (SMB), commercial, enterprise, and wholesale services.
Billing Execution Accuracy & Controls (Rating → Invoice → Bill Delivery)
·Ensure accurate rating, invoicing, bill generation, and bill delivery across DPI, GTV, and legacy systems; define controls that prevent missing/incorrect bills.
Order-to-Bill & Billing Data Integrity (Triggers, Mapping, Tech Debt)
·Own order-to-bill and service-to-bill trigger integrity; partner with Product and Engineering to ensure service activation/changes are reflected correctly in billing.
·Drive billing data integrity (account alignment, service mapping, migration/coexistence correctness) and reduce technical debt created by manual corrections.
Payments Processing, Exceptions & Customer Experience
·Own payment processing integrations (credit card, ACH, autopay) and vendor relationships; ensure reliable authorization, settlement, posting, and customer experience.
·Monitor and reduce payment failures/rejections through instrumentation, root-cause analysis, vendor escalation, and remediation plans.
·Oversee payment exceptions including refunds, chargebacks, closed-account limitations, and manual corrections; ensure reconciliation and downstream financial accuracy.
Compliance, Incident Leadership & Modernization/Governance
·Partner with Finance/Accounting on billing compliance, audit support, and operational impacts (including OpEx/CapEx considerations where applicable).
·Ensure payment security and regulatory compliance (including PCI scope coordination, evidence collection, and remediation in partnership with Security and vendors).
·Lead incident response and problem management for billing/payment defects and customer escalations; produce high-quality RCAs and drive preventive fixes.
·Define and execute an AI-first modernization roadmap to automate exception handling, improve end-to-end integrity, and unify billing engines and payment gateways into a sc