Senior Director, Accounting Operations (OTC)

About the role

The Sr. Director, Accounting Operations (OTC) is responsible for managing the billing, collection, billing support and user fraud teams to ensure timely and accurate billing processes and month-end closes, efficient collection of outstanding accounts, timely and accurate resolution of billing and collection support enquiries, and compliance with financial policies and procedures. This role involves developing and implementing strategies to improve billing efficiency, reduce outstanding receivables, resolve billing and support enquiries, and enhance overall financial performance.

This position will oversee a global team. This is a hybrid position located in the [Austin, TX or Tempe, AZ] office, with occasional travel requirements to other Dialpad offices in the US and internationally.

The Sr. Director, Accounting Operations (OTC) will partner closely with other cross-functional teams in Dialpad, including Revenue, Corporate Accounting, Customer Success, FP&A, Business Transformation, Legal, Deals Desk/Orders, Revenue Operations, Customer Support, and Product Engineering, to improve the billing and collection process, and customer experience.

What you’ll do 

• Leadership and Management:
• Lead and supervise the overall team, including hiring, training, performance evaluation, and professional development
• Develop and implement departmental policies, procedures, and performance standards
• Foster a positive and productive work environment, promoting teamwork and continuous improvement
• Billing:
• Oversee the preparation, issuance, and tracking of invoices to ensure accuracy, completeness and timeliness
• Implement and maintain the NetSuite SuiteBilling module and processes to streamline operations and improve efficiency
• Monitor billing cycles and address any discrepancies or delays
• Escalation point for resolving customer related billing disputes
• Lead process improvement projects and other system implementation projects related to the billing cycle
• Collection:
• Develop and execute collection strategies to minimize outstanding receivables and reduce bad debt
• Monitor accounts receivable aging reports and take appropriate action on delinquent accounts
• Negotiate payment plans and settlements with customers as necessary
• Lead process improvement and other system implementation projects related to the collection and cash application cycle
• Partner with FP&A to build and maintain the collection forecast model
• Lead the team to meet collection goals
• Billing Support and Fraud
• Lead and supervise the team responsible for initially receiving and addressing customer and internal enquiries about invoices and payments, as well as working with other Dialpad teams to identify, mitigate and resolve user fraud issues
• Monitor team performance and response cycle times and address any gaps or delays
• Collaborate with other Dialpad teams to identify areas for improvement in the product to minimize customer billing and payment issues
• Lead process improvement projects and other system implementation projects related to the billing support and user fraud areas
• Financial Close:
• Oversee the monthly billing and AR close process to meet corporate accounting close timelines
• Supervise the process for determining bad debt allowance
• Collaborate with the revenue team to ensure accurate revenue recognition and reporting
• Financial Reporting and Analysis:
• Prepare regular reports on billing and collection performance, including key metrics and trends
• Analyze financial data to identify areas for improvement and implement corrective actions
• Collaborate with the finance team to prepare billing and collection forecasts and update them timely
• Compliance and Risk Management:
• Ensure compliance with company policies, relevant laws, regulations, and industry standards related to billing and collection
• Develop and maintain internal controls to mitigate financial risks
• Conduct periodic audits of billing and collection processes to ensure accuracy and compliance
• Customer Relations:
• Address and resolve customer inquiries and disputes related to billing and collection
• Work closely with the customer success team to enhance customer satisfaction and retention
• Implement strategies to improve communication and transparency with clients regarding billing practices
• Lead or support on Ad-hoc projects as required

Skills you’ll bring 

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field (Master’s degree preferred)
• Proven experience (typically 12+ years) in billing, collection, and financial management, preferably in a leadership role
• Extensive experience in both enterprise B2B, high volume B2C billing and collection
• 8+ years of people management experience
• Strong knowledge of billing and collection processes, accounting principles, and financial regulations
• Experience with billing and collection system implementations with proficiency in NetSuite ERP and Suitebilling modules preferred
• Customer service mindset
• Excellent analytical, problem-solving, and decision-making skills.
• Strong leadership and team management abilities
• Effective communication and interpersonal skills
• Attention to detail and high level of accuracy

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

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