Senior Manager, Billing & Payment Platforms

About Us We're building the fiber network you deserve. Consistently fast, refreshingly straightforward and giving you control. From our home base in Kirkland, Washington, we're connecting over one million homes and businesses across the states we serve with fiber internet that works the way it should. No gimmicks, no gotchas. Internet shouldn’t get in the way of life: it should make it better. Job Description 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 scalable target architecture. · Act as the cross-functional owner for billing and payments across Product, Care/CX, Operations, Finance, ERP, and Engineering, setting clear priorities and governance cadence. Other Duties · Performs other duties as required to support the business and evolving organization . Required Qualifications: · Bachelor’s degree in Business, Finance, Accounting, Computer Science, Information Systems, Engineering, or a related field. · Minimum of eight (8) years of progressive experience in billing, payments, revenue systems, or fintech/telecom monetization platforms, including ownership of mission-critical production systems. · Minimum of three (3) years of people leadership and/or cross-functional leadership with accountability for outcomes (stability, accuracy, financial controls, and customer impact). · Demonstrated experience operating in a multi-platform ecosystem (multiple billing engines, payment gateways, and downstream finance/ERP integrations). · Strong understanding of payment processing concepts (authorization, settlement, funding, disputes/chargebacks, ACH files, reconciliation). · Experience leading incident response, problem management, and RCA practices for production issues that impact customers and revenue. · Proven ability to reduce manual interventions through process redesign, automation, and platform improvements; comfort translating operational pain into engineering roadmaps. · Experience partnering with Finance/Accounting and internal audit on controls, compliance, and data accuracy. · Ability to manage vendor relationships and deliverables (SOWs, change orders, SLAs) and coordinate escalations effectively. · Excellent communication skills with the ability to align executives and working teams around priorities, tradeoffs, and delivery plans. Preferred Qualifications: · Master’s degree (e.g., MBA, MS) for advanced responsibilities related to enterprise billing and payments platforms, financial governance, and platform modernization. · Experience in telecom, subscription, or usage-based rating and billing models (including product catalog, rating, invoicing, and collections workflows). · Hands-on experience with PCI programs (scope definition, evidence collection, compensating controls) and coordination with QSAs/assessors and payment vendors. · Familiarity with billing platforms such as Netcracker and/or environments similar to DPI and GTV; experience with platform migrations/coexistence strategies. · Experience designing controls and observability for revenue systems (e.g., reconciliation, anomaly detection, billing/payment integrity dashboards). · Experience applying AI/ML or intelligent automation to revenue operations (exception classification, anomaly detection, automated triage, and self-healing workflows). · Working knowledge of APIs, event-driven integrations, and data pipelines that support order-to-cash processes. Knowledge, Skills, and Abilities: ·