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Resolution Management Jobs (NOW HIRING)

ZIM

Resolution Specialist

Virginia Beach, VA · On-site

The primary purpose of the Resolution Specialist is to manage and resolve customer disputes efficiently and effectively. This role involves reviewing and analyzing customer disputes, ensuring ...

New

WillScot

Manager, Billing Resolution

Scottsdale, AZ · On-site

ABOUT THE JOB: The Billing Resolution Manager is responsible for leading all billing error ... Credit Memo & Adjustments Management • Lead and oversee the credit memo process, ensuring ...

Gifthealth Inc

Resolution Specialist

Columbus, OH · On-site

$22 - $28/hr

Key Responsibilities Escalation Management: * Serve as the primary point of contact for high ... Provide training on best practices for issue resolution and customer service. * Monitor team ...

giftHEALTH Inc

Resolution Specialist

Columbus, OH · On-site

$22 - $28/hr

Key Responsibilities Escalation Management: * Serve as the primary point of contact for high ... Provide training on best practices for issue resolution and customer service. * Monitor team ...

Gifthealth

Resolution Specialist

Columbus, OH · On-site

$22 - $28/hr

Key Responsibilities Escalation Management: * Serve as the primary point of contact for high ... Provide training on best practices for issue resolution and customer service. * Monitor team ...

The Planet Group

General Manager

Quakertown, PA · On-site

Leadership of team (this is major for this location) Revenue growth Resolution Management (customer focused) Training Sales mindedness (sell svc to sales) Firefighting - this not actual more related ...

Maymont Homes

Resolution Specialist

Charleston, SC · On-site

Manage resolution tickets, track case progress, and ensure timely follow-up * Collaborate with cross-functional teams to resolve escalated issues accurately and efficiently * Identify recurring ...

Bank of America

Resolution Analyst

Chicago, IL · On-site

This role will manage key relationships with action owners and work closely with the Cyber Threat ... The Resolution Analyst will prioritize work effectively, collaborate across functions, and drive ...

Aon Corporation

Resolution Analyst

Alpharetta, GA · Hybrid

The Resolution Analyst is responsible for assisting our client's customers with benefit ... Aon Integramark is a division under Aon, who is a global leader in risk management, insurance and ...

Aon Corporation

Resolution Analyst

Alpharetta, GA · On-site

The Resolution Analyst is responsible for assisting our client's customers with benefit ... Aon Integramark is a division under Aon, who is a global leader in risk management, insurance and ...

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$13

$28

$55

How much do resolution management jobs pay per hour?

As of Jun 3, 2026, the average hourly pay for resolution management in the United States is $28.72, according to ZipRecruiter salary data. Most workers in this role earn between $18.99 and $36.06 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Resolution Management professional, and why are they important?

To thrive in Resolution Management, you need strong analytical skills, problem-solving capabilities, and a background in conflict resolution or customer service, often supported by a relevant degree or certification. Familiarity with case management software, CRM systems, and incident tracking tools is typically required. Exceptional communication, emotional intelligence, and negotiation skills help you build rapport and effectively resolve disputes. These competencies ensure timely, fair, and satisfactory outcomes for all stakeholders, maintaining organizational integrity and customer trust.

How does a professional in Resolution Management typically collaborate with other departments to resolve complex issues?

Resolution Management professionals frequently serve as liaisons between customers, support teams, and other departments such as product, compliance, or legal. They must coordinate closely with these teams to gather relevant information, analyze root causes, and implement effective solutions. Successful collaboration often involves clear communication, timely updates, and a strong understanding of each department's workflow. This cross-functional teamwork ensures that complex issues are resolved efficiently and that all stakeholders are kept informed throughout the process.

What is Resolution Management?

Resolution Management refers to the process of identifying, addressing, and resolving issues, conflicts, or disputes within an organization or between parties. Professionals in this field use structured approaches to analyze problems, mediate between stakeholders, and implement solutions that prevent future recurrence. Their goal is to ensure smooth operations, maintain positive relationships, and support business objectives by minimizing disruptions caused by unresolved issues.

What is the difference between Resolution Management vs Customer Service Representative?

AspectResolution ManagementCustomer Service Representative
Primary RoleOversees and resolves complex customer issues, manages escalation processesHandles general customer inquiries, provides information, and resolves basic issues
Required SkillsProblem-solving, conflict resolution, communication, leadershipCommunication, patience, product knowledge, active listening
Work EnvironmentOffice settings, call centers, client-facing rolesCall centers, retail, online support channels
CertificationsCustomer service certifications, conflict resolution trainingCustomer service certifications often preferred

Resolution Management focuses on handling complex issues and managing escalation processes, often requiring specialized skills and certifications. Customer Service Representatives handle routine inquiries and basic problem resolution. While both roles involve customer interaction, Resolution Management typically involves higher-level problem-solving and oversight, making it suitable for those with advanced conflict resolution skills.

More about Resolution Management jobs
What cities are hiring for Resolution Management jobs? Cities with the most Resolution Management job openings:
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What job categories do people searching Resolution Management jobs look for? The top searched job categories for Resolution Management jobs are:
Resolution Management jobs near you
Infographic showing various Resolution Management job openings in the United States as of May 2026, with employment types broken down into 85% Full Time, and 15% Part Time. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $59,736 per year, or $28.7 per hour.
Manager, Billing Resolution

Manager, Billing Resolution

WillScot

Scottsdale, AZ

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 19 days ago

WillScot rating

7.3

Company rating: 7.3 out of 10

Based on 49 frontline employees who took The Breakroom Quiz

268th of 515 rated manufacturers

Job description

At WillScot, our team of nearly 5000+ people makes our company a Great Place to Work® and we believe our people are what give us a competitive advantage in the industry. Our differentiation begins with our values, which are lived through our employees and aligned to the needs of our customers and communities. From day one, we invest in your growth and your future, while giving back to the communities we serve. Learn more about WillScot and who we are, here.  
As North America’s leading provider of complete temporary space solutions, we have helped customers across 260+ locations in the United States, Canada, and Mexico, get the innovative flexible workspace and portable storage solutions that are right for their timeline and their project, Right From the Start. Learn More. 

ABOUT THE JOB:

The Billing Resolution Manager is responsible for leading all billing error resolution activities, ensuring accuracy, compliance, and timely resolution across complex billing scenarios. This role manages people, processes, and systems to drive operational excellence, support acquisitions and implementations, and continuously improve billing resolution workflows within an SAP environment. The position oversees a distributed team across multiple locations, including offshore resources, and serves as the departmental lead for audits and process governance.

This is a full-time position. 

WHAT YOU'LL BE DOING:

Billing Resolution & Accuracy
•    Ensure accurate and timely resolution of billing errors, including pricing discrepancies, unit/asset number errors, returns, and invoice discrepancies.
•    Serve as the escalation point for complex or high-risk billing issues requiring cross-functional coordination.
•    Proactively identify trends and root causes to reduce recurring billing errors and revenue leakage.


Credit Memo & Adjustments Management
•    Lead and oversee the credit memo process, ensuring accuracy, proper approvals, and timely processing.
•    Establish controls and metrics to monitor credit volumes, aging, and compliance with internal policies.

Process Leadership & Controls
•    Develop, implement, and maintain policies and procedures governing all Billing Resolution functions.
•    Drive departmental process improvements through IT and system enhancements, including SAP-related initiatives.
•    Partner with IT, Finance, and Operations to identify automation and efficiency opportunities.

SAP & Systems Support
•    Leverage SAP to research billing discrepancies, process corrections, and support reporting and analytics.
•    Act as a business partner for SAP enhancements, testing (UAT), and system integrations related to billing and dispute resolution.
•    Support onboarding of new systems, acquisitions, or implementations impacting the billing resolution process.

Audit & Compliance Leadership
•    Serve as the departmental lead for internal and external audits related to billing resolution.
•    Ensure compliance with SOX requirements, internal controls, and company accounting policies.
•    Prepare audit documentation and support walkthroughs, testing, and remediation activities.

Team Leadership & Workforce Management
•    Manage and lead the Billing Resolution team across multiple locations, including matrix relationship with offshore teams.
•    Ensure all team members are fully cross-trained across departmental tasks and responsibilities.
•    Establish performance goals, KPIs, and service-level expectations; provide coaching and development to team members.

Cross-Functional Collaboration
•    Partner with Accounting, AR, Sales, Customer Service, Operations, and Legal teams to resolve issues and prevent future discrepancies.
•    Communicate status, risks, and outcomes clearly with stakeholders and senior leadership.

Additional Responsibilities
•    Support departmental activities related to acquisitions and implementations.
•    Occasional travel required.
•    Perform other duties as assigned.

EDUCATION AND QUALIFICATIONS:

Required Education and Experience: 
•    Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
•    5+ years of experience in billing, accounts receivable, or billing dispute resolution.
•    5+ years of people management experience.
•    Strong Working knowledge of Order to Cash (O2C) cycle – Billing, Cash Application, Collections
•    Strong hands-on experience with SAP (FI/AR, SD, or related modules).
•    Proven experience managing complex billing issues and leading cross-functional initiatives.

Required Skills and Abilities: 
•    Experience  working with offshore or globally distributed teams.
•    Experience supporting acquisitions or system implementations.
•    Advanced Excel and reporting skills.


Supervisory Responsibility:
Supervises a team of up to six people currently at various levels.

Work Environment: 
This is a 100% office role; not hybrid.

Travel Requirements: 
0-10%

Physical Requirements:
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Eyesight and Auditory Skills must be sufficient to meet safety expectations of the position.  The employee must be able to verbally communicate with employees, co-workers, and customers in person and by phone. The employee must also be able to travel to various work environments. 


This posting is for a(n) Existing Position.
Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, skills, or physical abilities required. Team members may be required to perform duties outside normal responsibilities from time to time as needed.
All regular WillScot positions offer a generous benefits package to help our employees and their families Be Well. This includes medical, dental, vision, disability, life insurance, paid time off (including Company holidays), tuition reimbursement, a retirement savings plan with company match, and more! More information about benefits may be found here. Many positions also have variable pay opportunities including commission, bonus, performance rewards, or other incentive programs.
We are an Equal Opportunity Employer. Veterans and individuals with disabilities are encouraged to apply. 

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