Director, Shared Services – Order to Cash

Overview

The organization is seeking a Director, Shared Services – Order to Cash to lead customer invoicing/billing and cash application operations within Finance Shared Services for a global public company with approximately $3.5 billion in annual sales.

Reporting to the Vice President, Finance Shared Services, this role owns day-to-day performance, controls, and continuous improvement of a high-volume, largely outsourced Order-to-Cash operation. The position manages three direct reports and provides functional oversight of approximately 120 teammates delivered through a third-party outsourcing provider.

Responsibilities

• Lead the end-to-end customer invoicing and billing operation, including invoice generation, delivery, accuracy, credit memo processing, and customer-specific billing requirements, ensuring complete, accurate, and timely billing across automated and manual workflows.
• Lead the cash application operation to ensure customer payments are applied timely and accurately, driving measurable improvement in auto-match rates, unapplied and unidentified cash reduction, and payment-exception resolution.
• Manage day-to-day governance of the third-party outsourcing provider delivering the majority of billing and cash application capacity, including SLA and KPI monitoring, service reviews, escalation and remediation, and issue resolution.
• Drive the technology and automation agenda for the function, including Order-to-Cash processes, billing and cash-application automation, and responsible adoption of AI to increase touchless invoicing and straight-through cash application.
• Operate the performance-management framework for the function, including scorecards, dashboards, and operating reviews covering billing accuracy, billing cycle time, unapplied cash, receivables aging, service levels, and cost; identify and prioritize continuous-improvement opportunities.
• Provide leadership, coaching, and development to three direct reports and provide functional oversight of approximately 120 teammates delivered through the outsourcing partner; build capability and succession plans and foster a high-performance, customer-centric, continuous-improvement culture.
• Maintain a strong internal control environment across both in-house and outsourced operations, ensuring compliance with company policy, U.S. GAAP, and SOX 404 requirements; ensure effective segregation of duties and clean internal and external audit outcomes.
• Partner cross-functionally with Sales/Commercial, Customer Operations, Treasury, FP&A, and IT to resolve upstream root causes of billing and cash application exceptions and to support customer onboarding, escalations, and dispute resolution.

Qualifications

• Bachelor’s degree (Advanced degree preferred).
• 10–12 years experience in a relevant field (Finance/Accounting Operations, Shared Services, or Global Business Services experience preferred).
• Travel requirement: 10–15% travel expected.

Required Knowledge and Skills

• Deep, hands-on expertise across Order-to-Cash processes, with particular depth in customer invoicing/billing and cash application, including invoice generation and delivery, credit memo processing, payment application, and exception and dispute resolution.
• Proven experience managing outsourced/BPO delivery relationships at scale, including SLA and KPI monitoring, service reviews, escalation management, and vendor performance management across offshore delivery centers.
• Strong working-capital acumen, including the linkage of billing timeliness, cash application accuracy, unapplied cash, and receivables aging to DSO and enterprise liquidity.
• Demonstrated technology and process-automation experience, including enterprise resource planning Order-to-Cash processes and practical deployment of automation and AI to increase touchless invoicing and straight-through cash application.
• Process-excellence capability and a track record of standardizing, simplifying, and continuously improving high-volume transactional processes (Lean/Six Sigma orientation valued).
• Strong internal-controls knowledge, including SOX 404, U.S. GAAP, and compliance requirements, with the ability to maintain a robust control environment across both in-house and outsourced operations.
• Proven ability to build, develop, and motivate multi-location teams, including managing a substantial workforce through a third-party outsourcing partner rather than solely through direct reports.
• Strong stakeholder management, influencing, and communication skills, including the ability to partner with senior finance leadership, Sales/Commercial teams, and customers, and to operate effectively in a matrixed environment.
• Analytical and data fluency, including building KPI and scorecard frameworks and using dashboards and business-intelligence tools to manage performance and drive decisions.

Preferred Qualifications

• Advanced degree.
• Lean/Six Sigma orientation.

Supervisor Responsibility

• Direct Reports: Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources.
• Indirect Reports: May delegate work of others and provide guidance, direction and mentoring to indirect reports.

Compensation & Benefits

Compensation and benefits details were not provided.

Location

Remote role. Job will remain open until filled.

Additional Information

• Environmental & Physical Requirements: Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear telephone, ability to enter data on a computer, and may require the ability to lift up to 10 lbs.
• This job description describes the general nature and level of work performed; it is not intended to be an exhaustive list of responsibilities, duties, and skills required.
• Reasonable accommodations will be provided for known disabilities to enable qualified applicants and employees to perform essential functions and enjoy employment benefits as required by law.
• Equal opportunity: Employment practices are without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law.