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Posted 5 months ago
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Requirements and responsibilities
What You’ll DoOwn Bill Retrieval and Bill Review workflows end to end, defining inputs, outputs, handoffs, and accountability across internal teams and BPO partners.Establish and maintain clear standards of work by documenting workflows, standard units of work, and operating procedures.Plan and manage delivery capacity and prioritization to meet demand across complex, high-volume billing workflows with minimal backlog and rework.Monitor and manage delivery performance through metrics, reviews, and operational reporting to ensure commitments are predictable and met.Lead team performance and accountability, including goal setting, coaching, feedback, and formal performance improvement plans when needed.Partner closely with BPO leaders to manage day-to-day execution, performance expectations, issue resolution, and shared accountability models.Lead rollout and adoption of process changes across internal teams and BPO partners, including communication, training coordination, and adherence tracking.Drive continuous improvement initiatives through process analysis, efficiency efforts, and sustained change adoption.Serve as an escalation owner for billing-related delivery issues, ensuring clear communication and timely resolution aligned with stakeholders.Stand up and stabilize billing workflows, including defining operating models, success metrics, and escalation paths.Implement standard units of work and time-and-motion studies to improve predictability and throughput.Lead efficiency and capacity optimization initiatives without increasing headcount.Design and roll out service delivery operating rhythms and performance frameworks.Support organizational change initiatives by translating strategy into executable delivery plans.Ensure long-term workflow maturity, sustaining improvements rather than delivering one-time fixes.What You’ll Bring3–4+ years of experience leading service delivery, operations, or managed services teams in a complex, high-volume environment (SaaS preferred).Direct experience owning and managing end-to-end operational workflows as the accountable owner, not just a contributor.Experience managing recurring, contracted service delivery work tied to assigned customers.Hands-on experience working with BPO or outsourced service partners, including shared accountability and performance management.Demonstrated ownership of people performance, including coaching, corrective action, and formal improvement plans.Experience operating in fast-paced, ambiguous environments with competing priorities and incomplete information.Strong operational and people management skills, including capacity planning, prioritization, and delivery against defined outcomes.Ability to design and manage complex, multi-party workflows spanning internal teams, BPO partners, and downstream dependencies.Process improvement expertise using structured methodologies such as Lean, Six Sigma, ITIL, or similar.Understanding of billing-related workflows, including bill retrieval, bill review, exception handling, and escalation management (preferred).Ability to partner cross-functionally and externally to drive consistent execution and adoption.Leadership Capabilities & MindsetSets clear expectations and operating norms, establishing accountability where standards have historically been informal.Drives results through clarity, follow-through, and measured consequences, while maintaining trust and credibility.Brings structure to ambiguity, translating incomplete or evolving information into clear priorities and executable plans.Acts decisively under pressure, maintaining focus and composure in high-demand environments.Learns complex products and business models quickly, applying insight to improve delivery outcomes.Education & CertificationsBachelor’s degree preferred (equivalent experience considered).Nice to have: Lean Six Sigma Green Belt, PMP, ITIL Foundation (or higher).Pay RangePay Range: $100,000 - $130,000 annual base salary with a 5% target bonus.Pay is commensurate with experience, knowledge, skills, and abilities.Why You’ll Love Working HereAt EnergyCAP, we invest in you—personally, professionally, and beyond. Here’s how we support your growth, balance, and well-being:🌱 Health & Wellness100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your familyCompany-paid Life & LTD Insurance for peace of mindAdoption Grants and paid leave to support your growing familyWellness program offerings designed to strengthen your physical and mental health and overall well-being💰 Financial Security401(k) with a 3% company match—helping you plan confidently for the futureMonthly Connectivity Stipend so you can work seamlessly from anywhere🚀 Growth & DevelopmentEmergenetics Development Program to help you understand and leverage your strengthsTuition Assistance to fuel your continued learning and career growth❤️ Community & BalanceFlexible Time Off so you can recharge and enjoy life outside of workA remote-first workplace that offers balance and flexibility, with the option to connect in-person at our officesCharitable contributions & matched giving to amplify your impactPaid community service hours—because giving back mattersEnergyCAP is a proud equal opportunity employer, committed to hiring and developing individuals from diverse background and experiences. We value and consider applications for all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law.EnergyCAP will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email HR@energycap.com.Please click HERE to view the mandatory Federal Applicant Laws that apply to your employment rightsNote: We are currently not sponsoring VISAs.
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