Billing Operations Lead

Job Description:

Lead, Billing Operations

Hybrid - Salt Lake City, UT (4 days in office)

About Packsize

Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box-it's delivering what's right for our customers, their customers, our people, and the planet.

About the Role

Packsize is seeking a Lead, Billing Operations to serve as the operational lead for North America contract-based billing activities. This role acts as the bridge between the Manager, Billing Operations and the billing operations team responsible for machine leases (PaaS fees), software, services, and machine sales.

Reporting to the Manager, Billing Operations, this position combines hands-on billing execution, contract review, team leadership, and issue resolution. The Lead will oversee the day-to-day workflow for the contract billing team, ensuring customer contracts are accurately translated into billing setups and that invoices are issued timely and accurately.

This individual will serve as the primary escalation point for billing associates, providing technical guidance on contract interpretation, billing configuration, customer inquiries, and complex invoicing matters. The role will also manage recurring billing processes for fixed-fee arrangements and support continuous improvements across billing operations.

What You'll Do

Contract Review & Billing Execution

• Review customer contracts, amendments, renewals, and order documentation to ensure accurate billing setup and execution.
• Translate customer contractual terms into billing instructions, including pricing, billing frequencies, start dates, renewal terms, and contract modifications.
• Ensure accurate billing for:
• Machine leases (PaaS fees)
• Software subscriptions
• Service agreements
• machine sales (direct-to-customer and partnerships)
• Execute and oversee recurring billing processes for fixed-fee customer arrangements.
• Review of small number of variable PaaS Fee customer invoices prior to issuance
• Validate billing configurations and invoice calculations before customer invoicing.
• Ensure invoices are issued accurately, timely, and in accordance with contractual terms.

Operational Team Leadership

• Serve as the day-to-day lead for the contract billing team.
• Provide guidance, coaching, and support to billing associates responsible for contract-based billing activities.
• Review work performed by team members and ensure adherence to established billing standards and procedures.
• Assist with workload prioritization and balancing of team responsibilities.
• Support onboarding and training of new billing team members.
• Elevate significant issues, risks, and process concerns to the Manager, Billing Operations.

Escalation Management & Customer Support

• Act as the primary escalation point for complex billing questions and contract interpretation matters.
• Provide additional review and oversight for larger enterprise customers and high-risk billing situations.
• Partner with Sales, Customer Operations, Legal, Revenue Accounting, and Accounts Receivable to resolve customer billing issues.
• Support customer-facing discussions involving billing disputes, contract clarification, and invoicing concerns.

Process Excellence & Controls

• Ensure billing activities comply with established policies, procedures, and internal controls.
• Identify billing process inefficiencies and recommend operational improvements.
• Assist in maintaining standard operating procedures (SOPs), training documentation, and billing process guides.
• Support audit requests, control testing, and other compliance-related activities as needed.
• Promote consistency and accuracy across the contract billing function.

Systems & Data Management

• Maintain billing-related customer and contract data within SAP and related systems.
• Review contract setup requests for completeness and accuracy before billing activation.
• Support billing ticket management and timely resolution of internal and external inquiries.
• Assist with system enhancements, testing, and process improvement initiatives involving billing applications and workflows.

Systems & Tools

• SAP (ERP)
• Salesforce
• FloQast
• FreshDesk (ticketing)
• DocuSign
• SharePoint
• Microsoft Excel
• Microsoft Access

What You'll Bring

Required

• Bachelor's degree in Accounting, Finance, Business, Information Systems, or related field.
• 3+ years of experience in billing operations, revenue operations, accounting operations, or Order-to-Cash processes.
• Experience reviewing customer contracts and translating contract terms into billing execution.
• Experience working with ERP and CRM systems, including SAP and Salesforce.
• Strong understanding of billing processes, invoicing controls, and customer account management.
• Working knowledge of ASC 606 revenue recognition concepts.
• Strong analytical and problem-solving skills.
• Ability to independently manage complex billing situations and customer escalations.
• Excellent communication and collaboration skills.

Preferred

• Experience in manufacturing, industrial, subscription-based, or equipment-leasing environments.
• Prior experience serving as a team lead, senior billing analyst, or subject matter expert.
• Exposure to SOX compliance or public-company readiness initiatives.
• Advanced Excel and data analysis skills.
• Experience supporting recurring billing and contract-based revenue models.

What We Offer

The salary range for this role is $66,595-$79,900 however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience education / training, and any special skills. At Packsize, we're committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.

If this role excites you but you don't meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places

Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we're committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.