At a Glance
- Tasks: Lead the Customer Resolution function to tackle revenue-related issues and improve operations.
- Company: Join a leading name in the payments industry with a global impact.
- Benefits: Competitive salary, career growth, and a chance to shape global commerce.
- Other info: Dynamic role with opportunities for innovation and improvement in a global team.
- Why this job: Make a real difference in revenue operations and enhance customer experiences.
- Qualifications: Extensive experience in revenue operations and strong leadership skills required.
The predicted salary is between 80000 - 100000 £ per year.
Make your mark at one of the biggest names in payments. We’re looking for a Director - Revenue Operations Customer Resolution to join our Global Revenue Operations team and help shape the future of global commerce.
What you’ll own
- Lead the Customer Resolution function to ensure resolution of revenue-related issues end-to-end, making sure we handle them quickly, consistently and in a way that protects revenue and improves how we operate.
- Ensure the timely, accurate, and scalable resolution of revenue-related queries and disputes.
- Protect revenue execution by minimising operational disruption, driving root cause elimination, and partnering across Revenue Assurance, Billing, AR, and Change functions to deliver systemic improvements.
- Own end-to-end resolution of billing disputes, customer queries and revenue-impacting issues, drive fast, high-quality resolution aligned to SLAs and expedite complex, high-value cases.
- Minimise revenue leakage by addressing billing errors, process breakdowns and operational issues.
- Quantify and track financial exposure and partner with Revenue Assurance to identify trends and systemic risks.
- Lead root cause analysis and turn issues into actionable fixes across processes, systems and policy, owning the feedback loop into Change and Transformation teams.
- Define and optimise resolution workflows, case management processes and service level frameworks to support a scalable global/regional service model.
- Build and lead a high-performing global team focused on customer outcomes and continuous improvement, including performance management and reporting of key metrics.
What you’ll bring
- This role suits someone who understands how payments ecosystems and revenue processes work in practice and can lead teams to resolve issues while improving the bigger picture.
- Extensive experience in revenue operations, billing, or customer resolution environments.
- Strong understanding of end-to-end revenue lifecycle (order to cash).
- Proven leadership of global operational teams.
- Strong analytical and problem-solving capability.
- Experience in dispute management and customer-facing issue resolution.
- Ability to influence across senior stakeholders and functions.
- Knowledge of governance, controls, and compliance environments.
It’s a bonus if you have
- Experience improving or scaling case management and resolution processes.
- Exposure to automation, tooling or analytics within operational environments.
- A track record of improving customer experience within revenue or finance processes.
We think you need these skills to ace Director - Revenue Operations Customer Resolution in Manchester
Revenue Operations
Customer Resolution
Billing Dispute Management
Analytical Skills
Problem-Solving Skills
Leadership
End-to-End Revenue Lifecycle Understanding
