Contractual Telecom Mediation Jobs (NOW HIRING)

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

We are seeking an experienced Head of ETP, Voltron Platform(Billing Platform) to lead the end-to-end billing function for a large, complex B2B telecommunications and digital infrastructure business. This role will own billing strategy, execution, controls, systems, and transformation, with particular responsibility for the company's Zuora Billing platform.

The successful candidate will oversee high-volume recurring, usage-based, milestone, installation, and one-time billing across a diverse portfolio of fiber, network, connectivity, colocation, cloud, and managed-service products. This leader will partner closely with Sales, Order Management, Finance, Revenue Accounting, Accounts Receivable, Tax, Customer Operations, IT, and Product teams to ensure invoices are accurate, timely, contractually compliant, and scalable.

This is both an operational and transformational leadership role. The Head of Billing will be expected to strengthen billing controls, reduce revenue leakage and customer disputes, improve automation, establish clear performance metrics, and optimize the broader quote-to-cash process.

Location: This fully remote work position will consider applicants that currently reside in the continental United States. For applicants that reside in the Denver, Colorado metro area, this role will be a hybrid work position.

Billing Operations Leadership

• Own the complete billing lifecycle, including billing account setup, subscription activation, usage processing, invoice generation, invoice delivery, credits, adjustments, rebills, cancellations, and account closure.

• Lead billing for complex enterprise and carrier customers with recurring, usage-based, project-based, milestone, installation, and one-time charges.

• Ensure invoices are issued accurately and within agreed billing cycles, customer requirements, and contractual terms.

• Establish and maintain standardized billing policies, procedures, operating calendars, controls, and service-level agreements.

• Manage billing exceptions, unbilled items, manual adjustments, credit and rebill activity, invoice holds, and billing backlogs.

• Coordinate month-end, quarter-end, and year-end billing activities with Finance, Revenue Accounting, Accounts Receivable, and the Controller organization.

• Serve as the senior escalation point for material billing issues, customer disputes, contract interpretation questions, and billing-system incidents.

Zuora Ownership and Optimization

• Act as the senior business owner for Zuora Billing, including platform governance, configuration strategy, enhancement prioritization, and operational performance.

• Oversee Zuora functionality related to product catalogs, rate plans, subscriptions, amendments, usage, bill runs, invoice schedules, taxation, payments, credits, and account hierarchies.

• Ensure Zuora configuration supports complex telecom and infrastructure commercial models, including:

  • Monthly recurring charges

  • Non-recurring charges

  • Installation and construction charges

  • Usage and consumption billing

  • Minimum commitments

  • Tiered and volume pricing

  • Ramp agreements

  • Co-termination

  • Contract renewals

  • Early termination charges

  • Multi-site and parent-child customer relationships

• Partner with IT and enterprise architecture teams to maintain reliable integrations between Zuora and systems such as Salesforce, CPQ, order management, service inventory, mediation, tax engines, payment platforms, ERP, data warehouses, and customer portals.

• Lead Zuora upgrades, releases, testing, defect resolution, and continuous improvement initiatives.

• Develop a scalable Zuora governance model covering access, change management, configuration documentation, testing, deployment, and production support.

• Evaluate and implement additional Zuora capabilities, including Zuora Revenue, Zuora Payments, Zuora Collections, Workflow, Data Query, or related applications, where appropriate.

Quote-to-Cash Transformation

• Lead cross-functional improvements across the quote-to-cash and order-to-cash processes.

• Partner with Sales Operations, Deal Desk, Legal, Product, and Order Management to ensure commercial terms can be accurately operationalized and billed.

• Improve the handoff from signed contract through order entry, service activation, billing commencement, invoicing, collections, and renewal.

• Identify and eliminate root causes of billing delays, invoice errors, revenue leakage, disputes, and manual work.

• Establish standards for billing readiness, including contract data, pricing, service activation dates, customer purchase orders, tax information, invoice presentation, and delivery requirements.

• Support product launches and pricing changes by assessing billing-system readiness and operational impacts.

• Drive automation and straight-through processing while maintaining appropriate financial and compliance controls.

Financial Controls and Compliance

• Maintain an effective billing control environment, including reconciliations, approvals, segregation of duties, exception monitoring, and audit trails.

• Ensure billing processes comply with company policies, contractual obligations, applicable tax requirements, and internal control standards.

• Support internal and external audits, including SOX-related testing where applicable.

• Partner with Revenue Accounting to align billing events with revenue recognition requirements while maintaining clear ownership between billing and accounting functions.

• Reconcile billed, unbilled, deferred, and adjusted amounts between Zuora, the ERP, operational systems, and reporting platforms.

• Monitor and reduce revenue leakage caused by missed activations, incorrect pricing, unprocessed usage, expired discounts, incomplete amendments, and billing configuration errors.

• Establish controls over manual invoices, credits, write-offs, refunds, and off-cycle billing.

Customer Experience and Dispute Management

• Improve invoice clarity, consistency, and usability for enterprise customers.

• Partner with Customer Service, Account Management, and Accounts Receivable to resolve billing disputes quickly and accurately.

• Analyze dispute trends and implement corrective actions to eliminate recurring issues.

• Support strategic customer reviews and executive escalations involving complex billing matters.

• Ensure customer-specific invoice requirements, billing portals, purchase orders, account hierarchies, and electronic delivery methods are correctly maintained.

Team Leadership

• Build, lead, and develop a high-performing billing organization across multiple locations or regions.

• Define clear roles, responsibilities, performance expectations, and escalation paths.

• Develop managers and subject-matter experts in billing operations, Zuora administration, controls, analytics, and customer issue resolution.

• Establish workforce and capacity plans that support business growth, acquisitions, product expansion, and billing-cycle demands.

• Create a culture of accountability, customer focus, continuous improvement, and data-driven decision-making.

• Manage third-party service providers, consultants, and system implementation partners as needed.

The Head of Billing will be accountable for metrics such as:

• Invoice accuracy rate

• On-time billing rate

• Billing-cycle completion

• Volume and age of unbilled services

• Credit and rebill rate

• Billing dispute volume and resolution time

• Manual invoice and adjustment volume

• Revenue leakage identified and recovered

• Billing backlog and exception aging

• First-time-right subscription and account setup

• Zuora system availability and bill-run performance

• Percentage of billing transactions processed automatically

• Billing-related customer satisfaction

• Audit findings and control exceptions

• Cost per invoice or billing account

• Bachelor's degree in Accounting, Finance, Business, Information Systems, or a related field.

• Typically a minimum of twelve (12) years of progressive experience in billing, finance operations, order-to-cash, or subscription management.

• At least five (5) years of leadership experience managing billing teams in a complex, high-volume environment.

• Significant hands-on and leadership experience with Zuora Billing.

• Strong knowledge of recurring, usage-based, and consumption-based billing models.

• Experience managing complex B2B customer contracts, amendments, renewals, credits, and billing disputes.

• Demonstrated experience integrating Zuora with CRM, CPQ, ERP, tax, payment, order management, and data platforms.

• Strong understanding of billing controls, reconciliations, audit requirements, and financial close processes.

• Proven ability to lead billing transformation, automation, system implementation, or process redesign initiatives.

• Experience working across Finance, Sales, Operations, IT, Product, Legal, Tax, and Customer Service.

• Strong analytical, problem-solving, executive communication, and stakeholder-management skills.

• Experience leading geographically distributed or global teams.

Preferred Qualifications

• Experience in telecommunications, fiber networks, data centers, cloud services, SaaS, managed services, utilities, or another contract-intensive recurring-revenue industry.

• Experience with telecom service activation, inventory, usage mediation, network products, and customer-specific invoicing.

• Knowledge of Salesforce CRM or Salesforce CPQ.

• Experience with Oracle, SAP, NetSuite, or another enterprise ERP platform.

• Experience with Zuora Revenue, Zuora Payments, Zuora Collections, Zuora Workflow, or Zuora Data Query.

• Familiarity with tax platforms such as Avalara or Vertex.

• Experience supporting acquisitions, billing-platform migrations, product catalog rationalization, or customer-account conversions.

• Understanding of ASC 606 or IFRS 15 and the relationship between billing and revenue recognition.

• CPA, CMA, MBA, or Zuora certification is advantageous.

• Operational ownership: Takes accountability for billing accuracy, timeliness, controls, and customer outcomes.

• Systems thinking: Understands how contracts, products, orders, provisioning, usage, billing, accounting, and collections interact.

• Transformation leadership: Converts complex, manual processes into scalable and controlled operating models.

• Customer orientation: Balances financial discipline with a strong focus on invoice quality and customer experience.

• Cross-functional influence: Builds alignment across commercial, operational, financial, and technical teams.

• Data-driven management: Uses metrics, root-cause analysis, and trend reporting to improve performance.

• Talent development: Builds strong teams, develops future leaders, and creates clear accountability.

Estimated Base Salary Range: $220,000 - $245,000 USD/annualized.

#LI-REMOTE

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, "Biometric Data"), such as fingerprints, facial geometry scans or o...