Sup, Billing Operations

Time Warner Cable Maryland Heights , MO 63043

Posted 1 week ago

Posting Job Description


Position is responsible for the timeliness, integrity, quality and accuracy of the Charter Billing Operations team. Responsibilities include oversight of team activity and Billing platform data entry and updates to ensure timely completion and overall accuracy. This position reviews and produces reports to track issue resolution, monitor quality and Service Level Agreement (SLA) adherence, track departmental activity and adherence to Billing Operations processes. This position has extensive interaction with Billing Operations team members, internal Charter personnel, billing vendors and other external contacts.


Actively and consistently support all efforts to simplify and enhance the customer experience

Apply knowledge of the billing platform and products.

Utilize knowledge of Charter services and products.

Review and manage the various application work queues.

Work closely with cross functional teams and 3rd party vendors to correct billing errors and minimize opportunities for future inaccuracies

Create, improve and make recommendations for internal and cross functional business processes to improve efficiency and minimize errors

Analyze billing anomalies and provide impact analysis

Publish and present weekly and monthly billing metrics

Continuously monitor the integrity of the database by isolating and reporting problems

Provide assistance to users as required

Report daily, weekly and monthly on team member's throughput

Serve as team representation for operational meetings

Serve as escalation point for issues

Be a consistent high team performer, while mentoring and setting a solid team example.

Respond to requests made via Change Request Management, Issue Management and On-site support

Support Billing Operations management team and provide team support and leadership including planning and scheduling, timesheets/payroll and other personnel related functions

Supervise team of analysts

Perform other duties as requested or assigned by management.


Skills/Abilities and Knowledge

  • Ability to read, write, speak and understand English

  • Expert level knowledge of ICOMS/CSG Billing platforms, including workflows, interfaces and related functionality.

  • Proficient knowledge of Microsoft Office Products, including Word, Excel and PowerPoint

  • Strong organizational skills with the ability to prioritize multiple activities.

  • Demonstrable research, analytical and problem-solving skills.

  • Ability to work within a fast paced, high change environment to meet timelines.

  • Proficient reporting tools including but not limited to Macros, queries, SQL and Microsoft Office products


  • Bachelor's degree in IT or related field is preferred from four-year college or university; or equivalent training, education and experience.

Related Work Experience

  • 4-6 years of Business Operations Analysis experience
  • 4+ years of Billing System platform
  • 1+ years of Supervisory/leadership experience


Skills/Abilities and Knowledge

Knowledge of cable television industry


Office environment

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Mgr Billing Operations


Posted 2 days ago

VIEW JOBS 4/18/2019 12:00:00 AM 2019-07-17T00:00 JOB SUMMARY Responsible for driving process innovation by modeling, documenting, analyzing and overseeing the implementation of process improvements for the Billing system. The Billing Operations Senior Manager is responsible for examining existing Billing processes, evaluating them within the context of organizational goals, and proposing changes or enhancements to help achieve standardization throughout the organization. Supports the Dir, Billing Operations in managing the coordination of business process improvements to enhance billing users experience, improve productivity, decrease errors, increase efficiency and reduce business risks related to business operation integration. Identifies opportunities to automate business processes and partners with other departments to create documentation and tools to assist in transition. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience Ensures team monitors and analyzes the operation of systems to ensure the effective delivery of billing information. Leads the development of solutions to complex billing problems and works with system analysts to integrate these solutions with the existing systems. Leads the planning and implementing long-term strategic initiatives to ensure integration of current and future technologies. Oversees and defines business and systems requirements for new and/or enhanced technology implementations Leads the billing (ICOMS and or CSG) and workforce management evolution/enhancement efforts to include associated applications to support the long term and operational needs of the Residential, Commercial and other businesses Participate with Billing Operation teams to support the continuous improvement and ongoing operations of the Billing System for New Charter. Leverage relationships resulting from partnering with both residential and commercial businesses to assist in the implementation of defined billing systems enhancements. Perform the implementation of necessary processes that seek to guarantee the integrity of all billing data, system availability, system functionality and audit compliance. Work with billing vendors to implement the billing roadmap to support new lines of business, products and campaigns, at the direction of the billing system director. Actively involved in key initiatives and cross-functional collaboration that will ensure the most effective implementation of leadership decisions and prompt resolution of business issues. Utilizes partnerships with Customer Care teams at the enterprise levels to execute strategic business plans, operational goals and performance metrics as established by the director of this individual. Participates in the implementation of billing system standardization and simplification components while meeting both short and long term functionality and performance requirements. Maintain the quality and effectiveness of the billing process and information flow Effectively handles day-to-day inter and intra team relationships to ensure that a diverse array of tasks (that involve periodic contacts with other teams to complete) can be performed effectively Play a key role in ensuring integrity of the billing system. Create reports and provide evidence relating for compliance purposes. Ability to work under minimal direction with broadly stated goals to quickly identify analyze and resolve a wide range of issues. Communicates issues noted to the manager. Motivated self-starter, this individual should have a natural curiosity for technological developments and tools that could improve current functionality and achieve CSG team goals. If opportunities are found, notifies manager of CSG Billing Implementation Assurance. Respond to Billing System Audit findings and implement remediation plans as directed Participates in, and contribute to a culture of inclusion that encourages teamwork, collaboration and peer support, ensuring respect and support of all types of individuals. Maintains effective working relationship with key stakeholders ensuring they are included in audit review and remediation exercises. Effect change by assisting management to develop appropriate action plans to address identified deficiencies, and ensure corrective actions are implemented in a timely manner to effectively address the issues. Perform other duties as requested or assigned by management. REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to identify complex problems and review related information to develop and evaluate options and implement solutions. Ability to facilitate cross-functional communications among multiple teams. Ability to make decisions and solve problems while working under pressure. Ability to contribute to multiple projects at one time. Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Proficient use of personal computer and software application skills (i.e. Word processing, spreadsheet, Visio, Project, etc.) Proven leadership skills Advanced knowledge of the billing systems CSG and ICOMS products and services. Ability to communicate effectively with both technical and non-technical audiences. Highly self-motivated and self-directed Ability to effectively prioritize and execute tasks in a high pressure environment Extensive experience working in a team-oriented, collaborative environment Education Bachelor's degree in IT or related field is preferred from four-year college or university; or equivalent training, education and experience. Related Work Experience 3+ Years Prior Leadership Experience 3+ Years Demonstrated project management experience 3+ Years Business process management experience 6-7 Years Billing System platforms PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge CSG/ICOMS Billing system settings and configuration experience Knowledge of broad IT operations and interconnectivity of systems WORKING CONDITIONS Office environment Travel Required – 25% Spectrum Maryland Heights MO

Sup, Billing Operations

Time Warner Cable