Director, Customer Operations & Strategy at Billtrust US Careers

United States

$190k - $200k

About the Role: Senior leadership role responsible for operational excellence, systems governance, data quality, financial operations, and process optimization across the Global Customer Experience (GCX) team’s core functions: Professional Services, Operations, Customer Success, and Customer Support. Serves as the connective tissue ensuring disciplined execution, cross-functional accountability, and data-driven decision-making at scale. Owns GCX financial operations including budget & vendor management, revenue performance tracking, and profitability analysis. A direct driver of Billtrust’s strategic transformation initiatives, including program management of continuous delivery optimization and enterprise-wide data governance. What You'll Do: Financial Oversight & Business Performance Infrastructure • Build and mature a GCX-wide performance management system; cascade KPIs to teams with clear owners and targets • Implement governance routines, operational dashboards, and executive reporting across all GCX functions • Lead GCX financial operations reporting: budget monitoring, vendor management, cost-benefit analyses, revenue leakage tracking, and profitability • Partner with Finance to maintain accurate reporting on headcount, vendor spend, and program economics • Identify and escalate revenue leakage risks with recommended remediation paths • Leverage analytics and AI-powered tools to surface performance insights and quantify business impact Process Optimization & Delivery Transformation • Lead GCX’s Operational Excellence Management (OEM) function; assess end-to-end workflows and systems; design scalable improvements that increase speed, quality, and margin • Program manage GCX’s continuous delivery strategic innovation and transformation initiatives • Provide executive visibility into transformation progress, key risks, and mitigation actions via structured reporting and decision forums • Institutionalize best practices through documentation, training, and cross-functional knowledge sharing Systems & Data Analytics • Provide strategic direction across all GCX source systems supporting PS, Operations, CS, and Support • Partner with IT, Finance, and RevOps to ensure systems are configured, maintained, and evolved in alignment with GCX’s operating model • Drive automation initiatives in partnership with Business Transformation and Engineering to reduce manual overhead and improve data fidelity Team Leadership & Change Management • Manage performance, development, and workload of assigned team(s) • Recruit, mentor, and develop staff; build a high-performance, continuous-improvement culture • Drive adoption of new processes, metrics, and systems through structured change management • Act as strategic liaison to Finance, IT/Engineering, Sales Operations, HR and other business partners What You Bring: • 10+ years in Operations, Analytics, Business Intelligence, or a related field • 5+ years leading managers or senior individual contributors in a cross-functional environment • Proven experience designing KPI frameworks and enterprise quality management systems • Proven experience driving cross-functional transformation successfully • Financial operations reporting, budget management, and cost-benefit analysis experience • Background in SaaS Customer Experience organizations • Experience governing CRM, PSA, Customer Support and Customer Success systems (Salesforce, Certinia, Gainsight, ServiceCloud or equivalent) • Executive-level communication skills — written, verbal, and data visualization • Advanced Excel proficiency; demonstrated ability to govern enterprise data and reporting infrastructure • Proficiency in BI tools (Power BI, Tableau, Looker, or equivalent) • Experience with AI-powered tools for operational analytics or portfolio performance • Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field The expected base salary range for this position is $190,000 to $200,000 USD annually. Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process. Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for! What You'll Get: Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide! A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day. Flexible Working Hours: We support your lifestyle- the results are what count. Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge. Sabbatical: A paid leave to reward longevity and commitment to Billtrust. Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace. Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow. Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved. Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance. Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done. Who We Are: Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote