Billing Operations Manager

Title: Billing Operations Manager

Reports To: Chief Accounting Officer (CAO)

Department: Accounting

Location: Cincinnati, OH

Position Status: Salary Exempt

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country. We are leading the way with our technology, creating world‑class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.” DMG is a Certified Great Place to Work with a strong, inclusive culture and top‑notch benefits.

The Billing Operations Manager leads the billing function within Accounting Operations. This role is responsible for driving accurate and timely invoice submission across all customer platforms, designing and improving billing processes, championing EDI and automation initiatives, and managing complex billing requirements for customer accounts. The Billing Operations Manager serves as the primary liaison with Go-To-Market (GTM) teams on all billing matters, builds cross‑functional relationships with Product & Engineering (P&E) and other departments, and ensures the billing team is staffed, trained, and performing at a high level.

This position reports to the CAO.

• Directly manage Billing Leads and their teams of Billing Specialists; provide coaching, mentoring, and career development guidance across the billing organization.
• Conduct regular one‑on‑ones, team huddles, and quarterly performance reviews; set clear expectations and hold the team accountable to quality, accuracy, and SLA targets.
• Identify skill gaps and coordinate cross‑training to build bench strength; support hiring, onboarding, and succession planning for all billing roles.
• Foster a culture of accountability, collaboration, and continuous improvement; address performance or behavioral issues promptly and professionally.
• Manage workload distribution across leads and teams, ensuring balanced coverage during peak periods, PTO, and transitions.
• Own end‑to‑end billing process design: document current‑state workflows, identify inefficiencies, and implement improvements that increase accuracy and throughput.
• Establish and maintain standard operating procedures for all submission methods including portal, email, template, and EDI channels.
• Monitor daily, weekly, and month‑end billing metrics; produce reporting on submission volumes, rejection rates, unbillable trends, and SLA adherence.
• Lead the evaluation, implementation, and ongoing management of EDI solutions for electronic invoice submission and remittance receipt; partner with third‑party providers and internal P&E resources.
• Serve as the escalation point for complex billing requirements involving unique submission rules, NTE thresholds, or templated formats.
• Build and maintain strong working relationships with GTM teams; proactively communicate on discrepancies, new customer onboarding requirements, and process changes.
• Collaborate with Accounts Receivable leadership to ensure smooth hand‑offs between billing and collections; support resolution of disputes tied to billing accuracy.
• Represent billing in cross‑functional meetings with P&E, finance, and operations leadership; translate business requirements into actionable billing processes.
• Coordinate with the CAO on special projects, audits, and company growth initiatives that impact billing operations.
• Other duties as assigned by management.

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
• 5+ years of progressive experience in billing, invoicing, or accounting operations, with at least 3 years in a supervisory or management role overseeing leads and front‑line staff.
• Demonstrated experience managing teams, including performance management, coaching, and development of direct and indirect reports.
• Proven ability to design, document, and improve end‑to‑end billing processes; experience with process mapping, SLA management, and root‑cause analysis.
• Working knowledge of automation tools and their application to billing workflows (APIs, RPA, Power Automate); ability to evaluate build‑vs‑buy decisions.
• Proficienc…