Manager, IT Billing Services

TL;DR

Manager, IT Billing Services: Leading a global team to ensure the operational health, stability, and availability of complex billing platforms and integrations for subscription and usage-based SaaS offerings with an accent on 24x7 monitoring, incident management, and operational support. Focus on driving root cause analysis, coordinating incident response, and continuous improvement through automation and tooling enhancements.

Location: Flexible/Hybrid in Toronto, Canada

Salary: $121,700.00 – $157,500.00

Company

hirify.global empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees through its AI-powered Experience Orchestration platform.

What you will do

• Lead and manage a global team of Billing and Revenue engineers responsible for 24x7 monitoring and operational support.
• Own the operational health, stability, and availability of billing platforms and integrations through proactive measures.
• Serve as the technical escalation point for complex billing incidents and drive root cause analysis to permanent resolution.
• Coordinate incident response and communications, ensuring timely and empathetic engagement with stakeholders.
• Partner closely with Engineering, Product, Billing Systems, and Revenue teams for releases and production readiness.
• Establish and maintain runbooks, standard operating procedures, on-call processes, and operational metrics.
• Drive continuous improvement through post-incident reviews, automation initiatives, and tooling enhancements.
• Ensure operational processes meet SOX, audit, and data integrity requirements.

Requirements

• 8 or more years of experience in IT production support, including leadership of technical support or operations teams.
• Strong technical expertise supporting billing, subscription, or revenue systems within complex, integrated SaaS environments.
• Hands-on experience with incident management processes, monitoring tools, log analysis, and troubleshooting distributed systems.
• Demonstrated ability to lead through high-pressure, customer-impacting incidents with calm execution and clear decision-making.
• Exceptional written and verbal communication skills, with the ability to explain complex technical issues to non-technical and external audiences.
• Proven experience partnering across Engineering, Finance, Product, and Customer Support to resolve issues and improve operational outcomes.
• Experience building and maintaining operational documentation, metrics, and support processes.

Nice to have

• Experience supporting enterprise billing platforms such as Zuora, Salesforce, and Workday Financial Management.
• Familiarity with SaaS subscription and usage-based billing models.
• Experience operating in SOX-controlled or highly regulated environments.
• Strong interest in operational automation, reliability engineering practices, and continuous service improvement.

Culture & Benefits

• Competitive base salary and performance-based incentive programs.
• Comprehensive health, dental, and vision coverage.
• Employer-supported retirement and savings programs.
• Paid time off, company holidays, and flexible work arrangements.
• Employee assistance programs and mental health resources.
• Learning and development opportunities to support career growth.