Title and Summary Director, Billing Operations Overview Director of Billing Operations leads end‑to‑end billing operations and drives continuous improvement and automation across customer and system billing processes. Role Responsibilities Oversee daily and periodic billing operations including bill run execution, customer setup, quality assurance, manual and contract billing, and critical support coverage. Develop and implement the strategy for next‑generation billing transactions to support scalable, technology‑enabled operations aligned to the organization’s growth strategy. Lead operational efficiency initiatives to reduce cycle time, improve accuracy, and increase scalability, establishing KPIs and driving measurable, data‑backed improvements. Champion workflow automation and intelligent process orchestration to reduce manual effort and increase throughput. Manage customer maintenance, interface management, production support, exception handling, and system operations collaboratively across global teams. Serve as the highest escalation point for complex internal and external billing inquiries, including second‑tier support for customer operations and internal functional teams. Align cross‑functional interactions with business units to streamline billing operations and enable consistent, scalable solutions across the enterprise. Maintain and ensure adherence to controls supporting revenue recognition and collections; proactively identify and resolve risks or control gaps with Finance, Audit, and Risk teams. Drive process improvements through operational risk and governance reviews and collaborate with Business Process Improvement partners to standardize and mature operations. Collaborate with business leaders to support large‑scale and complex billing‑related project implementations, ensuring operational readiness and successful delivery. Partner with CX and Knowledge Management teams to enhance customer experience, VOC programs, and self‑service capabilities, improving transparency and ease of use for billing customers. All About You Key qualifications and experience required for this role include: Extensive experience in billing operations, revenue operations, or related operational leadership in a global enterprise or shared services environment. Proven results in operational efficiencies, measurable improvements in cycle time, accuracy, cost reduction, or throughput via process redesign and automation. Hands‑on experience with workflow automation technologies such as RPA (UiPath, Automation Anywhere, Power Automate) or intelligent automation platforms. Demonstrated ability to lead and manage large‑scale operations across multiple geographies and work‑streams with agile delivery models. Experience managing customer‑facing operations, including VOC programs, billing assurance, and service‑level management. Strong escalation management and tiered (L1/L2) support experience. Experience managing cross‑functional business relationships and influencing outcomes across product, finance, and technology teams. Understanding of operational risk management, controls, and revenue integrity frameworks. Experience leading or supporting large‑scale program implementations or system transformations.Track record of developing talent, managing performance, and building high‑performing teams. Governance mindset with experience in SOP development, internal controls, audit support, and compliance frameworks. Customer support and call center experience in high‑volume transactional environments is strongly preferred. Experience in the payments, financial services, or fintech industry, particularly with transactional billing systems (e.g., MCBS). Familiarity with billing system modernization or ERP transformation initiatives, including requirements documentation, UAT, and production readiness. Experience driving knowledge management programs and creating robust documentation, training materials, and customer self‑service resources. Exposure to Lean, Six Sigma, or other continuous improvement methodologies (certifications a plus). Experience identifying and mitigating risk across delivery plans and operational processes. Influence senior leadership and cross‑functional peers on operational best practices, innovation, and transformation strategies. Working within a global shared services model with distributed teams across multiple time zones. Experience with BPI, ORM, or enterprise process governance frameworks. Designing and delivering training and knowledge management programs for operational teams. Corporate Security Responsibility Abide by Mastercard’s security policies and practices. Ensure the confidentiality and integrity of information accessed. Report any suspected information security violations or breaches. Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines. #J-18808-Ljbffr