Billing Manager

Job Description

Job Description

Description:

Position Summary

The Billing Manager leads ARL Network's billing and settlements function and is accountable for the accuracy, timeliness, and integrity of billing across the agent network. This role owns the structure and performance of the billing team, directly leading four supervisors and, through them, a team of billing CSRs and Agent Success reps supporting agents, agency owners, and their terminals.

The Billing Manager is responsible for executing ARL's relationship-driven service model: stable, static CSR-to-agent alignments, a clear escalation path anchored on the CSR and supervisor as points of contact, and proactive identification of issues before they reach agency owners. The manager partners with leadership to set CSR assignments, build and enforce billing SOPs, and continuously improve the agent billing experience.

Team and Reporting Structure

The Billing Manager directly leads four supervisors:

? Three Billing Supervisors who each own a defined book of agent and agency-owner relationships and the CSRs assigned to that work. Supervisors serve as the single point of contact for agency owners within their book.

? One Agent Success Supervisor who leads a team of Agent Success reps. This team handles billing and settlements and serves as the primary point of contact for onboarding and training newly signed agents, resolving complex billing and settlement issues, and providing routine, high-touch support to ARL's top agents.

Billing CSRs report through the three Billing Supervisors, and Agent Success reps report through the Agent Success Supervisor.

Core Responsibilities

Team Leadership and Structure

? Lead, coach, and develop four supervisors, setting clear expectations, performance standards, and accountability for their teams.

? Own CSR-to-agent assignments and maintain static relationships: never split a single agent's work across two CSRs when one can handle it, and dedicate CSRs (plus a possible flex) to any agency owner whose volume warrants it.

? Scale the structure as agency owners grow, adding supervisors under a single manager while preserving one clear point of contact for each agency owner.

? Evaluate team talent and capacity, and partner with People and Technology on staffing decisions, including alignment of Lean Staffing resources to workload.

Billing and Settlements Operations

? Ensure billing and settlements across the agent network are accurate, complete, and processed on time.

? Build, document, and enforce billing SOPs, and drive consistency in how CSRs and supervisors handle recurring billing and settlement scenarios.

? Monitor billing quality and cycle times, identify root causes of errors or delays, and lead corrective action.

Relationship and Escalation Model

? Enforce the CSR-first contact model: the CSR (or the supervisor, where the relationship warrants) is the initial point of contact for agent billing issues.

? Coach the team to ask, on any incoming issue, whether the agent first raised it with their CSR, and to guide agents toward the correct escalation structure.

? Anticipate what frustrates agents and train CSRs to proactively escalate so issues are addressed before they grow.

Agent Success and Complex Support

? Oversee the Agent Success team as the primary point of contact for onboarding and training newly signed agents.

? Direct the resolution of complex billing and settlement issues that exceed standard CSR handling.

? Ensure the Agent Success team provides routine, high-touch service to ARL's top agents.

Cross-Functional Partnership

? Partner with leadership and People and Technology on team design, process improvement, tooling, and reporting.

? Contribute to the timeline and rollout of billing structural changes and represent billing operations in cross-departmental planning.

Qualifications

Required

? Five or more years of billing, settlements, or financial operations experience, preferably in transportation, logistics, or 3PL.

? Two or more years of direct people leadership, including managing supervisors or team leads.

? Strong understanding of billing and settlement processes and the ability to build and enforce SOPs.

? Proven ability to manage service relationships and resolve escalations with a customer-first mindset.

? Comfort working with data, reporting, and the systems used to manage billing operations.

Preferred

? Experience in an agent-based or owner-operator transportation model.

? Experience managing distributed or offshore teams.

? Familiarity with ARL's technology stack and TMS environment.

ARL Core Values

Every ARL team member is expected to demonstrate our core values:

? Lunch Pail Mentality

? Own It

? Everyone Is Our Customer

? Passion for Greatness