Order-to-Cash Manager, Finance Operations, FinOps Support Center - HQ2

Job description

AWS & Transportation Order-to-Cash (O2C) supports global customers by helping them understand our order-to-cash cycle and ensuring their experience with AWS meets their business needs. We help with complex account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

As an AWS & Transportation Order-to-Cash (O2C) Manager, you will support customers in the government and nonprofit communities to identify and resolve billing issues, collect on past due balances, post cash, and report on your team's performance on a daily, weekly, and monthly basis.

A successful individual will be very self-motivated—someone who can recognize how processes can improve and effectively implement positive changes. The candidate must also be able to build strong cross-group working relationships and demonstrate exceptional organizational skills and attention to detail.

By working together on behalf of our customers, we are building the future one innovative product, service, and idea at a time. Are you ready to embrace the challenge? Come build the future with us.

Key job responsibilities

- Understanding the AWS & Transportation billing processes to provide guidance to customers, identifying defects and driving resolutions upstream of AR

- Managing a portfolio of customer receivables and working to maximize AWS & Transportation cash flow by solving customer payment issues

- Preparing insightful and actionable reports for the receivables management team

- Managing the full cycle of accounts receivable past due balances, including research, analysis, and reconciliation

- Managing and resolving invoice discrepancies to ensure timely and accurate receivables

- Managing internal and external accounts receivable inquiries

- Maintaining customer relationships by responding timely and accurately to both internal (company) and external (customer directly) questions and requests for information

- Directly interacting with a wide variety of public sector accounts, building strong relationships and understanding the procure-to-pay cycles of our customers

- Developing policies, procedures, and processes with internal support teams, then implementing and enforcing them globally (continuous improvement cycle)

In addition, your responsibilities will include, but will not be limited to, the following:

- Performing deep dive analysis of AWS & Transportation customer contacts to gather lessons learned, then using that information to create or improve policies, procedures, and best practice reference materials

- Working with customer support peers around the globe to ensure a consistent and high-quality level of support

- Acting as the Voice of the Customer for our AWS & Transportation top-tier customers and Sales teams, reporting and acting on observed areas for improvement

- Actively seeking solutions to customer and sales needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience

- Understanding the end-to-end O2C cycle and helping the team meet or exceed the monthly collections and cash application goals

- Creating and updating the standard operating procedures needed to successfully run the business

- Owning the metrics and reporting on metric performance, producing root cause analysis, and establishing tenets to improve month-over-month performance

- Striving to be Earth's Best Employer by providing a great learning experience for our team members

- Working with internal stakeholders to implement controls and compliance processes that are best in class