Customer Invoicing & Process Improvement Manager

We are seeking a Customer Invoicing & Process Improvement Manager to join our Americas finance team. This role is critical to ensure accurate billing and delivering exceptional customer experience for our Clear Aligner and iTero product lines. You will be the go-to expert for resolving invoice discrepancies and addressing customer billing concerns, while collaborating on strategic initiatives that enhance operational efficiency. This role is based in Raleigh, NC and will report to the VP of Finance for the Americas.

Role expectations

• Review and correct invoices to ensure accuracy and compliance with company standards.

• Investigate and resolve customer billing complaints promptly and professionally.

• Collaborate with regional Finance Managers to align priorities and processes.

• Partner with Customer Improvement (CI) and Customer Experience (CX) teams, including involvement in associated transformation projects, to drive continuous improvement.

• Maintain accurate documentation of invoice corrections and complaint resolutions for audit and reporting purposes.

• Identify recurring issues and execute on process improvements to reduce errors and improve customer satisfaction.

• Collaborate with CPCS to drive improved collections from accurate billing and help to drive improvements needed in invoices and statements to eliminate friction in the process.

• Understand the drivers of a best-in-class billing processes and provide insight to the non-finance members.

• Prepare and interpret key performance dashboards for their respective channel leads, GMs and business leaders to flag billing accuracy and errors, and flag evolution of key trends.

• Incorporate and leverage AI to improve customer billing processes.

What were looking for

• Bachelor’s degree in Finance, Accounting, or relevant continuous improvement or process improvement experience.  

• 6+ years of relevant Finance experience with minimum 2 years of experience in billing, invoicing, or accounts receivable.

• Strong analytical and problem-solving skills with exceptional attention to detail.

• Excellent communication skills for engaging with customers and internal teams.

• Ability to work collaboratively across regions and time zones.

• Familiarity with ERP systems and invoice management tools preferred.

• Ability to incorporate AI into solutions.