Job Description
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
The Director of Order Management & Billing is responsible for leading all operational processes related to Contract to Invoice activities including contract validation, contract account and order intake, billing operations, and on-time invoicing delivery and accuracy. This role also supports revenue assurance and customer experience throughout the order‑to‑cash lifecycle. This role oversees teams responsible for order management, billing, and supporting systems, ensuring operational excellence, compliance, and scalability. The Director partners closely with Sales, Finance, Customer Success, IT, and Operations to architect and execute efficient processes that improve cash flow, reduce friction, and ensure customers receive an accurate and seamless billing experience.
How will you make an impact?
Strategic Leadership & Operations
- Develop and execute the strategic roadmap for Order Management and Billing operations, ensuring alignment with company objectives and growth targets.
- Lead, coach, and develop high-performing teams in Order Management and Billing.
- Define KPIs and operational dashboards to monitor accuracy, timeliness, and productivity.
- Drive continuous improvement initiatives to streamline workflows and reduce manual touchpoints.
Order Management
- Oversee the full lifecycle of order processing, from contract validation to provisioning and fulfillment.
- Ensure orders comply with pricing, contractual terms, bundling rules, and revenue policies.
- Collaborate with Sales and Sales Operations to enhance quoting, contract reviews, and order intake quality.
- Improve order workflow automation through system enhancements or process redesign.
Billing Operations
- Lead billing operations, including invoice generation, billing cycles, credit memos, adjustments, and dispute resolution.
- Ensure billing accuracy and compliance with internal policies and industry standards.
- Partner with Finance to support revenue recognition, audit requests, and month‑end close.
- Implement controls to ensure strong billing hygiene and minimize revenue leakage.
Systems, Data, and Process Optimization
- Own or support systems and tools that support order management (Salesforce and CPQ) and billing platforms (eg. Cadebill, Zuora).
- Collaborate with IT and Business Systems to drive automation, workflow improvements, and data accuracy.
- Recommend and lead system enhancements, integrations, and reporting improvements.
Cross‑Functional Collaboration
- Partner with Product, Pricing, and Finance to ensure accurate billing for new products and packaging.
- Serve as the escalation point for internal teams and customers on order or billing issues.
- Collaborate with Customer Support and Customer Success to enhance the customer billing experience.
Governance, Compliance & Controls
- Develop and maintain standard operating procedures and internal controls.
- Ensure compliance with financial regulations and audit requirements.
- Manage risk by identifying gaps and implementing mitigation strategies.
Have you got what it takes?
- Bachelor’s degree in Business, Finance, Operations, or related field; MBA a plus.
- 10+ years of experience in Order Management, Billing, Revenue Operations, or related disciplines.
- 5+ years in a leadership role managing multi‑disciplinary teams.
- Strong understanding of order-to-cash processes, billing operations, and financial controls.
- Experience with ERP and CRM systems (e.g., Salesforce, NetSuite, Oracle, Zuora, Cadebill).
- Proven ability to drive cross-functional initiatives and influence at executive levels.
- Flexibility in working in a fast-paced environment with minimal supervision.
It would set you apart in a positive way if you also have experience with:
- Experience in SaaS, subscription services, or recurring revenue models.
- Strong analytical and problem‑solving skills with an automation-first mindset.
- Tech-savvy skills in mastering business systems and data
- Proficiency with Salesforce, Microsoft Suite, Dashboards & BI Reporting
- Experience using Excel and SQL for data extraction and analysis.
- Demonstrated results in achieving KPI’s and performance objectives.
- Exceptional communication skills and customer-centric operational philosophy.
Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
