SVP- Billing Experience Transformation

The Senior Vice President of Billing Experience Transformation is responsible for the development and implementation of the company's transformational strategy related to the customer billing experience. This leader will focus on driving and implementing cost reduction opportunities, deployment of digital solutions, billing process improvements, and proactive customer engagement. The SVP of Billing Experience Transformation will act as a strategic thought partner, leader, and key cross-functional stakeholder, driving and implementing billing experience best practices across the organization. This role requires an experienced leader with deep expertise in overseeing large and complex programs, vendor management, data analysis, governance frameworks, and modern technology platform capabilities. This role will report directly to the Chief Customer Experience Officer.

• Develop and execute a comprehensive billing experience transformation strategy aligned with the company's overall business objectives and billing best practices. Drive the company's billing cost reduction strategy, with a focus on solutioning high-cost drivers in billing-related customer calls and reduction of billing call volumes.
• Oversee the implementation of technology to advance operational cost reduction and increase efficiency, including the deployment of chatbots, IVR systems, AI tools, and self-service options.
• Drive continuous billing process improvements and strategy, including the streamlining of billing dispute resolution processes, billing simplification, and implementation of solutions to positively impact Average Handle Time (AHT) and First Call Resolution (FCR) rates.
• Develop strategic First Call Resolution (FCR) improvements to avoid repeat customer inquiries, including billing systems integration, leveraging AI for call analytics, and overseeing billing readiness requirements to equip agents with the necessary tools and training.
• Oversee and drive automation initiatives, with a focus on billing call cost reduction and automating routine tasks, including auto-payment enrollment campaigns, automated dispute management, and deployment of AI-powered billing assistants.
• Utilize and action on insights from key metrics to track billing experience success, including inbound call volume, FCR rates, AHT, Customer Satisfaction (CSAT) scores, and cost-to-serve per call.
• Utilize data analytics to drive transformation within the customer billing journey and apply key insights to other key processes across the customer and user lifecycle.
• Establish key performance indicators (KPIs) to measure the effectiveness of billing systems and processes. Oversee systems and process performance, providing insights and strategic recommendations for improvement.
• Mentor and develop a high-performing team. Foster and inspire a culture of learning and professional development within the team.
• Closely partner with various internal stakeholders, including Operations, IT, Finance, and Marketing, to ensure alignment, buy-in, and execution of billing experience improvement roadmap and change management initiatives.
• Conduct regular updates with the various business units and senior/executive leadership on billing experience progress, challenges, and risk mitigation strategies.
• Partner closely with technology teams to improve system performance, reduce costs, improve user experience, and ensure scalability including partnership on technology upgrades, system integration, data analysis, and feedback mechanisms to streamline operations.
• Drive a culture of continuous improvement, customer-centricity, and innovation within the organization.

• Bachelor's degree in Business Administration, Management, or a related field
• 20+ years of experience in systems and process optimization or related roles, with at least 5 years in a senior leadership position.
• Work experience in hi-tech and/or cable/telecom is a plus.
• Proven track record of successfully leading process improvement initiatives.
• Excellent communication and interpersonal skills.
• Exceptional problem-solving, analytical, and communication skills with a focus on data-driven decision-making.
• Track record of driving transformational change, achieving measurable business outcomes, and leading high-performing teams.
• Visionary thinker with the ability to inspire and align teams around a common mission.
• Resilient and adaptable leader capable of navigating complexity and driving change at scale.
• Passionate advocate for customer-centricity and continuous innovation.
• Strong ability to develop strategy/business case and tactics, with a disciplined project management orientation.
• Proven experience building a culture of data-driven decision-making, action, and delivery.
• Strong ability to influence and collaborate across all organizational levels, balancing strategic vision with operational execution.