Vice President, Billing Experience Transformation

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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Vice President of Billing Experience Transformation will report to the SVP of Billing Experience Transformation, and will help drive the strategic vision and execution of initiatives to revolutionize the billing experience across the organization. This role is responsible for driving alignment across teams, influencing key stakeholders, and overseeing the implementation of innovative technologies and processes to enhance efficiency, reduce costs, and simplify the customer experience. The VP will lead change management efforts, establish performance metrics, and champion continuous improvement to ensure billing operations align with organizational goals and deliver exceptional value to customers.
Responsibilities

• Strategic Execution: Execute the billing experience transformation strategy, driving alignment across departments (e.g., IT, customer service, marketing, and finance) and influencing key stakeholders to ensure cohesive implementation of transformation goals.

• Change Management Leadership: Own the change management process for transformation efforts, influencing cross-organizational impacts and ensuring alignment on end-user content (e.g., communications, training, and support materials) needed to support each initiative.

• Technology Implementation: Assist with the deployment of advanced technologies-such as chatbots, Interactive Voice Response (IVR) systems, AI tools, and self-service options-to drive operational cost reduction and increase billing process efficiency.

• Continuous Process Improvement: Recommend and implement ongoing billing process enhancements, focusing on simplifying the user experience across the customer lifecycle and identifying opportunities for greater operational effectiveness.

• Automation Advocacy: Participate in and champion automation initiatives, with a specific focus on reducing billing-related call costs and automating routine tasks to improve scalability and customer satisfaction.

• Performance Metrics & Oversight: Help establish key performance indicators (KPIs) to measure the effectiveness of billing systems and processes; oversee system and process performance, providing data-driven insights and strategic recommendations to senior leadership for continuous improvement.

• Stakeholder Collaboration: Build strong relationships with internal and external partners to align billing transformation efforts with broader business objectives, ensuring a customer-centric approach and operational excellence.

• Team Leadership: Lead and mentor a high-performing team of managers and specialists, fostering a culture of innovation, accountability, and collaboration.

Qualifications

• Bachelor's degree in Business, MIS, Finance, Operations, or a related field (MBA or advanced degree preferred).

• 12+ years of progressive leadership experience in billing operations, customer experience transformation, or operational strategy, with at least 5 years in a senior management role.

• Proven success in executing large-scale transformation strategies and driving cross-functional alignment in a complex organization.

• Extensive experience with change management, technology implementation (e.g., AI, IVR, chatbots), and process automation initiatives.

• Strong analytical skills with the ability to leverage data to develop KPIs, assess performance, and inform strategic decisions.

• Exceptional stakeholder management and influencing skills, with a track record of collaborating with C-suite executives and cross-functional teams.

• Deep understanding of billing systems, customer lifecycle management, and user experience optimization.

• Visionary leadership style with the ability to inspire teams and drive organizational change.

Preferred Skills:

• Experience in a technology-driven or customer-centric industry (e.g., telecom, SaaS, utilities).

• Familiarity with advanced billing platforms (e.g., SAP, Oracle, Zuora) and emerging technologies like generative AI.

• Expertise in cost reduction strategies and operational efficiency programs.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York State is $178,500 - $293,250 /year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City