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This role is responsible for ensuring billing operations run smoothly and efficiently. As Operations Analyst – Billing Operations, you will coordinate the daily Manual Billing team, track key performance indicators, and implement improvements that enhance efficiency and scalability. You will act as a bridge between operations and automation initiatives, collaborating with Engineering and Customer Success teams to reduce manual processes and resolve operational bottlenecks.
Key Responsibilities:
Coordination and Daily Operations Management
- Coordinate the Manual Billing team: distribute workload, balance activities, and monitor SLA compliance
- Continuously monitor productivity and quality of operations
- Track operational incidents and actively support their resolution
- Ensure adherence to established processes, policies, and guidelines
Analysis, Continuous Improvement, and Automation
- Identify process deviations and propose concrete improvement actions
- Participate in defining, documenting, and implementing continuous improvement initiatives
- Track projects aimed at improving operational efficiency and scalability
- Collaborate with Engineering and Customer Success teams to resolve operational blockers and drive reduction of manual tasks
Documentation, Reporting, and Team Development
- Create operational reports and indicators to support decision-making
- Document processes, maintain updated procedures, and generate support materials for the team
- Train and support new team members during onboarding
Requirements:
- Experience in operations, team coordination, or process management
- Ability to organize and prioritize multiple activities simultaneously
- Skill in analyzing metrics and indicators and translating them into improvement actions
- Excellent verbal and written communication with problem-solving orientation
- Demonstrated ability to collaborate with cross-functional teams
Preferred Qualifications:
- Knowledge of electronic billing processes (CFDI)
- Experience with ticket management platforms such as Freshdesk or Zendesk
- Proficiency in Google Sheets or Microsoft Excel
- Experience with data analysis tools or dashboards
- Familiarity with automation and process optimization projects
