Senior Strategy Manager - Radical Billing Simplification Team, Consumer Base Management

Description

Join our team

We are the Radical Billing Simplification Team. Our mandate is to improve one of the most critical and complex touchpoints in the customer journey: the bill.
Currently, billing friction represents a significant EBITDA drag and a primary driver of customer dissatisfaction. Our goal is to reimagine the end-to-end billing experience—from the moment a customer is quoted a price to the moment they pay their first bill—making it simple, accurate, and predictable.
We are looking for a Senior Strategy Manager to join us as we execute a multi-year transformation. You will lead the effort to diagnose root causes, prioritize high-impact fixes, and deliver a billing experience that builds trust rather than friction.


Here’s the impact you’ll make and what we’ll accomplish together


As the Senior Strategy Manager, Billing Transformation, you will be responsible for connecting the dots between what we sell (Sales), what the customer signs (contract), and what we charge (Billing).
You will lead a cross-functional squad of Product, IT, and Go-to-Market partners to close the gap between the sales promise and the billing reality. Your work will directly impact customer retention and operational costs. By fixing the "First 90 Days" billing experience, you will help reduce dispute volumes and support intensity while restoring customer confidence.

Here’s how

• Lead the Transformation Roadmap: You will define and manage a National Billing Roadmap, balancing immediate process improvements (e.g., resolving early-tenure disputes) with long-term system modernization.
• Orchestrate the Billing Squad: You will chair the weekly cross-functional working group (Marketing, CIO, CPO, Customer Experience) to validate data, remove blockers, and maintain momentum on key deliverables.
• Diagnose Root Causes: You will partner with Data & Analytics teams to analyze call drivers—distinguishing between communication issues (e.g., tax confusion) and system errors—to ensure we are solving the right problems.
• Build the Business Case: You will translate complex operational data into clear investment proposals, securing the capital and resources needed for system fixes and experience improvements.
• Bridge the Gap: You will act as the translator between business stakeholders (who understand the customer experience) and IT/CIO teams (who understand the system logic), ensuring technical solutions meet business needs.

Qualifications

You're the missing piece of the puzzle

• Proactive Problem Solver: You don't just track status; you identify issues. You are comfortable navigating ambiguity and analyzing complex data to find a clear path forward.
• Strategic Program Management: You have 5+ years of experience managing complex, cross-functional programs and know how to govern a roadmap that spans multiple business units.
• Analytical Fluency: You are comfortable working with large datasets to validate assumptions and using those insights to inform strategic decision-making.
• Executive Communication: You can summarize complex technical issues into clear, concise updates for senior leadership. You know how to use data to tell a compelling story that drives action.
• Stakeholder Management: You are adept at influencing without authority, negotiating roadmap priorities, and aligning teams with conflicting objectives.
• Positive Force Multiplier: You bring a solution-oriented spirit to the "messy middle" of transformation, maintaining an infectious, uplifting energy during complex tasks and navigating cross-functional friction with a persistent "how might we…?" mindset. 

Why Join Us?
This role sits at the intersection of Marketing Strategy and Customer Experience. You will have the unique opportunity to define the strategy, prove its worth leveraging cost/benefit-driven business cases to the LT, and then lead the execution that brings it to life. If you thrive on having end-to-end ownership to solve a business problem with data and then delivering results, this is your next role.

Great-to-haves

• University degree in business, communications, operations or related discipline
• Telecommunications/technology industry experience
• 4+ years in a strategy, planning or analytical role
• Experience leading a large, complex, cross-functional program

Don’t have everything we think are ‘great-to-haves’? Don’t let that dissuade you! Attitude, motivation, and a willingness to learn and collaborate are the most important things we are looking for. So if you think you have what it takes, please apply!