Manager, Invoice Quality Control

The Manager of Quality Control is responsible for overall planning and execution of the Quality Control team.  The role is responsible for leading, training, developing staff, employee engagement, ensuring appropriate staff levels, technology enablement, and process improvement for the middle office teams. Success in this role will be measured by Objectives and Key Results, Customer Satisfaction (invoicing), Automation, Lift to Turn, SLA’s, and exceptions metrics.

Responsibilities 

Coaching and Mentoring 

• Develop clear goals for staff each year that support company goals and objectives
• Develop a coaching and development strategy for staff to achieve and/or exceed goals and objectives

• Regularly review performance with staff 
• Help staff focus on what is within their control to achieve success
• Celebrate success 
• Quickly address performance issues in a constructive manner
• Create positive accountability and follow-up to achieve goals

• Hire suitable candidates who are able to successfully accomplish goals and objectives of the department
• Develop and implement role specific training plans and ensure team members receive adequate technical training to be successful in their roles
• Plan, manage and develop continuous process improvement through new technology and ensure staff is empowered to make appropriate decisions through technology
• Provide a regular feedback strategy for the department to evaluate results and make improvements 
• Hold team members accountable to achieving department goals 
• Coordinate team member scheduling and staffing to ensure a positive customer and vendor experience  
• Ensure adequate resource coverage with technology, technical cross training, and skill development to support all business use cases within the department
• Promote a customer focused culture and infuse Customer Experience practices across the company
• Develop clear goals for staff each year that support company goals and objectives

Operational Leadership 

• Develop clear vision, goals, and objectives that support financial and operational company goals and objectives and ensure team members are focused on high performance, customer experience and operational excellence
• Identify, develop and implement a strategy to continuously improve key processes through technology for overall department performance
• Identify, prioritize, and execute on projects aimed at department optimization
• Implement a strategy to leverage existing and/or new technologies to enable better/faster/smarter execution 
• Key contributor for application systems and technology development activities for overall efficiency and performance of the department
• Manage department P&L and budget to achieve strategic yearly financial goals
• Coordinate with internal department managers and teams to ensure a positive customer and vendor experience
• Define, develop, and report on key operational metrics (Automation, SLA’s, Exception Reduction, and Quality Control) that adequately measure performance of the department toward the department goals
  1. Implement accuracy and efficiency through technology improvements
  2. Manage team to through pending loads process to improve efficiency 
  3. Evaluate order trends to implement strategies and reduce overall outstanding pending orders and errors 
  4. Oversee individuals processing of holds, error kickouts, resolution accuracy and efficiency for daily goal metrics and goals
  5. Ensure customer invoices are billed efficiently and accurately 
  6. Identify opportunities to reduce loss and increase profitability
  7. Continually review processes and workflows to improve tracking and reporting efficiencies
• Maintain a clear view of the sales pipeline and impact on the organization including new business and renewal opportunities, and the timing of each to ensure teams are aware and prepared to execute at the highest level of service
• Collaborate with the other departments to promote cross-department engagement to ensure customer advocacy and retention
• Serve as the escalation point for high level operational issues 
• Escalate complex issues appropriately and provide proposed solutions to departments equipped to solve such problems
• Proactively prepare strategies to prevent recurring issues from impacting the departments and customer retention

Position Requirements 

Formal Education & Certification

• Bachelor’s Degree or equivalent work experience required

Knowledge & Experience

• Three (3) years minimum experience in billing/invoicing required
• Previous supervisory experience preferred  

• Advanced Microsoft Excel and Outlook skills required
• Industry knowledge a plus

Qualifications & Characteristics

• Strong verbal and written communication skills 

• The ability to deal with and resolve customer complaints effectively and efficiently
• The ability to work in a team environment
• The ability to manage multiple teams and projects simultaneously with success
• A willingness to get actively involved in day-to-day actions to ensure accuracy, timeliness, and strong customer service skills is required
• Strong attention to detail
• Strong problem-solving skills

Work Environment

• Hybrid work schedule available once training is completed (3 days in office, 2 days remote)
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status