Customer Operations Manager

Your journey as a Customer Operations Manager begins here! As a Customer Operations Manager, you will own high-severity billing and quote-to-cash escalations, providing clear coordination across Finance, Revenue Operations, Sales, and back-office teams. You will be responsible for ensuring customer accounts are fully reconciled, corrective actions are completed with precision, and executive-level visibility is maintained throughout the resolution process. We are seeking applicants with strong quote-to-cash knowledge, analytical problem-solving skills, and the ability to lead cross-functional teams through complex account issues. What You Will Be Doing Receive, log, and evaluate high-severity escalations related to billing, invoicing, renewals, and contract discrepancies, assessing severity and financial impact. Own escalated accounts as the primary point of contact for internal teams and major accounts, providing clear communication and executive-level visibility. Apply governance tiers to prioritize and route escalations, ensuring timely acknowledgment and aligned next steps. Coordinate end-to-end account audits to identify gaps and inconsistencies across CPQ, Billing, ERP, and Payment systems. Drive cross-functional teams to correct errors and manage customer communication until accounts are fully remediated. Verify agreements, pricing, and billing terms against executed contracts before closing any escalation. Maintain audit-ready documentation for each escalation and facilitate monthly reviews to support upstream process improvements. What You Will Likely Bring 4-6 years' experience in billing operations, revenue operations, quote-to-cash, or back-office finance environments. Deep knowledge of quote-to-cash processes, including CPQ, order management, invoicing, billing, collections, and revenue recognition. Hands-on experience using Salesforce as a core operating platform, along with strong understanding of the interplay between CPQ, ERP, CRM, and billing systems. Proven ability to lead through influence across cross-functional teams, especially in high-pressure or high-visibility situations. Excellent written and verbal communication skills, strong analytical judgment, and a highly organized approach to documentation and follow-through. What Could Set You Apart Bachelor of Science degree, Bachelor of Business Administration degree, or equivalent experience. Experience managing high-severity escalations or complex customer financial issues. Salesforce #HYBRID About Epicor At Epicor, we're truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We're Proactive, Proud, Partners. Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businesses—the hardworking companies who make, move, and sell the things the world needs. Competitive Pay & Benefits Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being. Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. Global Mobility: Comprehensive support for international relocations and permanent residency processes. Equal Opportunities and Accommodations Statement Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that's who we're interested in. If you have interest in this or any role- but your experience doesn't match every qualification of the job description, that's okay- consider applying regardless. We are an equal-opportunity employer. Range Minimum: $71,000 USD Maximum: $114,000 USD The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position. #J-18808-Ljbffr