Customer Billing & Process Improvement Manager

Customer Billing & Process Improvement Manager

Department: Finance

Employment Type: Full Time

Location: US-North Carolina-Raleigh

Role summary

We are seeking a Customer Billing & Process Improvement Manager to join our Americas finance team. This role is critical to ensure accurate billing and delivering exceptional customer experience for our Clear Aligner and iTero product lines. You will be the go-to expert for resolving invoice discrepancies and addressing customer billing concerns, while collaborating on strategic initiatives that enhance operational efficiency.

This role is based in Raleigh, NC and will report to the VP of Finance for the Americas.

• Review and correct invoices to ensure accuracy and compliance with company standards.
• Investigate and resolve customer billing complaints promptly and professionally.
• Collaborate with regional Finance Managers to align priorities and processes.
• Partner with Customer Improvement (CI) and Customer Experience (CX) teams, including involvement in associated transformation projects, to drive continuous improvement.
• Maintain accurate documentation of invoice corrections and complaint resolutions for audit and reporting purposes.
• Identify recurring issues and execute on process improvements to reduce errors and improve customer satisfaction.
• Collaborate with CPCS to drive improved collections from accurate billing and help to drive improvements needed in invoices and statements to eliminate friction in the process.
• Understand the drivers of a best-in-class billing processes and provide insight to the non-finance members.
• Prepare and interpret key performance dashboards for their respective channel leads, GMs and business leaders to flag billing accuracy and errors, and flag evolution of key trends.
• Incorporate and leverage AI to improve customer billing processes.

• Bachelor’s degree in Finance, Accounting, or relevant continuous improvement or process improvement experience.
• 6+ years of relevant Finance experience with minimum 2 years of experience in billing, invoicing, or accounts receivable.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Excellent communication skills for engaging with customers and internal teams.
• Ability to work collaboratively across regions and time zones.
• Familiarity with ERP systems and invoice management tools preferred.
• Ability to incorporate AI into solutions.

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees:

• Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment
• Back-up Child/Elder Care and access to a caregiving concierge
• Family Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align’s health plans
• Breast Milk Delivery and Lactation Support Services
• Employee Assistance Program
• Hinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan

Employee benefits. Align offers its employees:

• Short-term and long-term disability insurance in…