Director, Customer Service - Order to Cash (Order-to-Cash Transformation)

Location: Hybrid, minimum 8 days per month in the New York City office; up to 10% domestic travel. Applicants may be required to attend onsite interviews.

Salary: $140,800–$251,500 USD annually, plus bonus eligibility.

Company

hirify.global provides information, software, and services for professional and business customers.

What you will do

• Set CT’s end-to-end order-to-cash strategy, process and policy priorities, shared goals, and performance measures across Product, Finance, FSS, technology, Service, Sales, and other stakeholders.
• Own and govern a prioritized improvement roadmap, including decision rights, accountable owners, capacity, milestones, dependencies, benefits, success measures, escalation paths, and implementation gates.
• Analyze customer feedback, complaints, invoices, payments, disputes, collections data, and AR aging to identify root causes involving billing accuracy, payment friction, unapplied payments, and overdue receivables.
• Assess pricing, discounts, packaging, billing models, payment models, and new product proposals for feasibility, system and process impact, cost, complexity, and financial return.
• Oversee policy, process, technical, and operational improvements; coordinate pilots, implementation, communications, training, and adoption with partner functions.
• Maintain a CT scorecard, measure customer and financial outcomes, require corrective actions, and decide whether initiatives should continue, change, or stop.

Requirements

• At least 10 years of progressive experience in finance operations, billing, or business process improvement, including at least 5 years leading order-to-cash design, improvement, or transformation.
• Deep order-to-cash expertise across order setup, billing, receivables, payment application, collections, and revenue realization in a complex B2B business with subscription and transactional revenue.
• Experience leading at least one end-to-end order-to-cash transformation from current-state assessment and stakeholder alignment through process and system changes, launch, stabilization, and measurable results.
• Working experience with ERP systems and Salesforce, including assessing the impact of commercial proposals on billing, payments, receivables, controls, implementation cost, and financial returns.
• Experience improving order-to-cash controls and understanding control objectives and control-owner responsibilities.
• Ability to make decisions and drive accountability across Product, Sales, Service, Finance, shared services, and technology teams without direct authority over each team.
• Strong customer journey and root-cause analysis skills, financial judgment, and clear communication with operational teams and senior leaders.

Culture & Benefits

• Hybrid work arrangement with a minimum of 8 days per month in the New York City office.
• Medical, dental, and vision plans.
• 401(k), FSA/HSA, commuter benefits, and tuition assistance.
• Vacation, sick time, and paid parental leave.
• Cross-functional work with Product, FSS, Finance, Technology, Service, Sales, Legal, and Data & Analytics teams.

Hiring process

• Interviews are conducted without AI tools or external prompts and may include in-person participation.
• Virtual backgrounds must be removed during interviews; AI-generated responses or third-party interview support may lead to disqualification.