Sr Billing/AR Consultant
Core
Senior Escalations Program Manager owning complex customer finance requests and escalations, coordinating cross-functional resources to drive resolution and systemic improvements.
Role type
Senior IC program manager (customer escalations)
Builds
Customer-facing processes, escalation workflows, dashboards, and audit-ready documentation
Domain
SaaS / Technology / Customer Operations
Deliverable
dashboards & analysis
Required skills
Cross-functional coordination, Program management, Data analysis, Executive communication, Process improvement, Stakeholder management
Preferred skills
PMP, ITIL, Six Sigma, SaaS environment experience, Coaching
Technologies
Dashboards, SLA tools
Responsibilities
Own priority customer escalations end to end; Serve as single-threaded owner for complex escalations; Deliver clear post-mortems and executive summaries; Analyze escalation themes to identify process improvements; Lead cross-functional programs to improve customer experience; Coach frontline teams on escalation prevention.
Seniority
Senior, hands-on IC
