Director, Order to Cash

Essential Job Duties

• Team Leadership

• Lead, mentor, and develop a team of 3–5 billing and collections specialists
• Set clear performance expectations, conduct regular 1:1s, and manage workload distribution
• Foster a culture of accountability, continuous improvement, and collaboration

Revenue Lifecycle & Transaction Ownership

• Own the end-to-end customer transaction lifecycle — from the point a renewal or new sale is closed, through order setup, invoicing, collections, and cash application — ensuring accuracy and continuity at every stage
• Own all customer contract transactions end-to-end — including renewals, closed-won new business, upsells, downsells, and terminations — partnering with Customer Success and Sales to ensure each is executed accurately and flows cleanly into downstream transaction setup and billing
• Oversee the end-to-end billing cycle including invoicing, collections, and cash application in NetSuite
• Manage customer account reconciliations and ensure accurate GL coding and proper billing categorization
• Monitor and manage accounts receivable aging to minimize DSO and maximize cash flow
• Coordinate with Customer Success and external clients to resolve billing disputes and payment inquiries
• Ensure billing data integrity across NetSuite and Salesforce, including subscription items and charge schedules

Reconciliation & Accounting Oversight

• Perform and oversee account-level reconciliations between Salesforce (CRM) and NetSuite (billing/ERP system of record)
• Understand the basic GL impact of billing events, adjustments, credits, and collections activity
• Partner with the accounting and FP&A team to support month-end close, accruals, and audit requests

Reporting & Executive Summaries

• Develop and maintain dashboards and KPI reports covering collections rates, aging buckets, DSO, and cash trends
• Engage directly in weekly aging reviews, top delinquent account analysis, and high-risk customer situations
• Prepare concise executive summaries that translate AR and collections data into actionable insights for leadership
• Define, track, and communicate team output metrics to measure productivity and process effectiveness

Process Improvement

• Document, standardize, and continuously refine workflows across the full order-to-cash lifecycle
• Identify and implement process automation opportunities to increase efficiency and reduce manual error
• Design and enforce disciplined collections operating rhythms, including daily, weekly, and monthly execution cadences
• Lead hands-on improvements across collections, billing accuracy, cash application, and dispute workflows
• Ensure improvements are embedded into daily execution, not just documented in policy
• Partner with Finance, Engineering, and Product teams to drive system improvements in NetSuite and Salesforce

Cross-Functional Collaboration

• Partner closely with Customer Success and Account Management to ensure seamless handoffs and a smooth customer experience across the transaction lifecycle
• Collaborate with Sales Ops and RevOps on new customer onboarding, renewals, contract changes, and upsell processing
• Maintain strong working relationships with external clients to support payment resolution and retention

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• Required

• 10+ years of experience across billing, collections, revenue operations, or the order-to-cash lifecycle, including 5+ years leading a team
• Hands-on experience with NetSuite (invoicing, AR, reconciliation, reporting)
• Experience working with Salesforce as a CRM and/or billing system of record
• Basic understanding of accounting principles — comfortable with GL impact of billing transactions, credits, and adjustments
• Demonstrated experience leading and developing a high performing team in a fast-paced environment
• Proven ability to design, document, and optimize operational processes
• Excellent written and verbal communication skills, including experience presenting to senior leadership
• Strong analytical skills with the ability to build executive-facing reports and dashboards

Preferred

• Familiarity with healthcare, homecare, or Medicaid billing (e.g., payer billing, EVV, or healthcare AR)
• Experience in a SaaS or subscription-based business model
• Familiarity with Salesforce CPQ, ZoneBilling, or similar billing tools
• Bachelor's degree in Accounting, Finance, Business, or a related field (or equivalent experience)
• Experience working cross-functionally with Customer Success, RevOps, or Sales teams