Manager, Billing Support Operations (AI)

TL;DR

Manager, Billing Support Operations (AI): Leading a global team responsible for incident management, monitoring, and operational support across North America and LATAM with an accent on ensuring the stability, accuracy, and availability of billing systems. Focus on driving the transformation toward an AI‑enabled, automation‑first support model, reducing ticket volume, and accelerating resolution times.

Location: Williamsville, NY, United States of America

Salary: USD $78,000.00 - $124,800.00 per year

Company

hirify.global is a leading technology company for the global information technology ecosystem, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.

What you will do

• Lead and manage a global team of Billing Associates responsible for monitoring, incident response, ticket triage, and operational support.
• Own the health, stability, and availability of billing platforms through proactive monitoring, alerting, performance tuning, and capacity planning.
• Serve as the senior escalation point for complex billing incidents, production issues, and data discrepancies.
• Collaborate closely with Engineering, Product, Billing Systems, and Revenue teams to embed AI-enabled diagnostics, test automation, and guided troubleshooting directly within the platform support releases, system enhancements, and production readiness.
• Drive continuous improvement through post-incident reviews through adoption of AI copilots, virtual agents, and intelligent self-service.
• Measure and improve key operational metrics such as deflection rate, self-service adoption, MTTR, FCR, and backlog reduction using AI‑powered analytics.

Requirements

• Bachelor’s degree or equivalent combination of education and experience required.
• 5+ years in Billing Operations, Technical Billing Support, Order-to-Cash, or subscription billing environments.
• Strong understanding of SAP billing, subscription platforms, payment engines, and multi-system data flows.
• Experience leading operational support teams in fast-paced, high-volume environments.
• Ability to analyze and resolve complex system and billing issues and communicate them clearly to diverse audiences.
• A systems-oriented, improvement-driven mindset with a passion for operational excellence.

Nice to have

• Experience supporting multilingual North America and LATAM operations.
• Bilingual or multilingual proficiency — especially Spanish, French, or Portuguese.
• Experience with cloud vendor billing (Microsoft, Adobe, AWS, Acronis, Cisco).
• Familiarity with Jira or other ITSM/incident management platforms.
• Background in ITIL, Lean Six Sigma, or operational excellence methodologies.

Culture & Benefits

• Access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits.
• Opportunity for merit increases, annual bonus or sales incentives and long-term incentives.
• Be part of an equal opportunity employer.