VP, Billing Gov & CX Lifecycle

Job Summary

The Vice President is responsible for leading enterprise initiatives that modernize the billing ecosystem, improve billing accuracy, and reduce customer friction across the billing lifecycle at Optimum. This leader drives strategic programs that will enable the implementation of the new Amdocs billing platform and reduce billing-related call volume, service visits, and operational defects while ensuring strong governance over application changes that impact billing, customer accounts, and revenue integrity.  Own enterprise accountability for billing accuracy and customer billing experience across the full customer lifecycle.

The role partners across Customer Network Operations, Product & Technology, and Finance to deliver billing transformation, improve customer experience, and ensure operational discipline across systems and processes. This role plays a critical part in improving the customer experience, reducing operational cost, and ensuring revenue accuracy by modernizing billing operations and enforcing disciplined governance across systems and processes.

Responsibilities

Billing Transformation Strategy

• Partner across teams to drive the multi‑year transformation to a single Amdocs billing platform, unified processes, and data models for B2B and B2C.
• Lead B2B billing strategy for small/medium business and Optimum Enterprise, ensuring solutions meet business objectives.
• Review and approve B2B billing deliverables, including requirements, configurations, and catalog capabilities.
• Identify and eliminate systemic billing defects that increase customer dissatisfaction and operational cost.
• Partner with Technology and Product teams to modernize billing architecture and improve scalability.
• Drive automation and simplification of billing processes.
• Lead technology transformation of credit, collections, and fraud processes.

Call & Service Visit Reduction

• Develop strategies to reduce billing‑related customer care calls and truck rolls.
• Identify root causes of billing confusion, disputes, and incorrect charges.
• Implement programs to improve first‑bill accuracy, pricing clarity, and promotion transparency.
• Partner with Customer Network and Operations teams to reduce repeat service visits tied to billing issues.
• Build operational dashboards linking billing defects to call drivers and field activity.

Billing Quality

• Improve billing accuracy.
• Review controls to ensure correct pricing, discounts, taxes, and promotions.
• Implement proactive monitoring for billing anomalies and defect detection.

Application Change Governance

• Establish and lead governance for system and application changes impacting billing and revenue systems.
• Implement structured intake, impact analysis, and approval processes.
• Ensure alignment across Product & Technology, Go‑to‑Market, Finance, and Customer Network Operations before deployment.
• Reduce production defects through improved testing, release management, and change control.
• Drive cross‑functional solutioning to ensure requirements meet business objectives and align with the technology roadmap.

Cross‑Functional Collaboration

• Partner with Customer Network Operations, Product & Technology, Pricing & Marketing, and Finance & Revenue Assurance.
• Ensure alignment between product launches, billing configuration, and operational readiness.

Analytics & Operational Insights

• Develop reporting and analytics to monitor billing error rates, call drivers, repeat service visits, revenue leakage, and system defect trends.
• Use insights to prioritize transformation initiatives.

Key Performance Metrics

• Reduction in billing‑related call volume.
• Reduction in service visits tied to billing issues.
• Improvement in first‑bill accuracy. • Reduction in billing defects and adjustments.
• Reduction in production incidents from system changes.
• Improvement in billing‑related customer satisfaction.

Qualifications

• 12+ years of leadership experience in telecommunications, cable, technology, or subscription-based services
• Deep knowledge of AMDOCS billing systems, revenue operations, and customer lifecycle management
• Experience leading large-scale operational or technology transformations
• Proven success reducing operational cost drivers such as customer calls or field visits
• Strong governance and program management experience

Preferred

• Experience with telecom/cable billing platforms (e.g., Amdocs, CSG, Netcracker, Oracle BRM)
• Background in revenue assurance, billing operations, or customer experience
• Experience implementing enterprise governance models and change management frameworks