Director, Order to Cash

Essential Job Duties
Team Leadership Lead, mentor, and develop a team of 3–5 billing and collections specialists Set clear performance expectations, conduct regular 1:1s, and manage workload distribution Foster a culture of accountability, continuous improvement, and collaboration Revenue Lifecycle & Transaction Ownership Own the end-to-end customer transaction lifecycle — from the point a renewal or new sale is closed, through order setup, invoicing, collections, and cash application — ensuring accuracy and continuity at every stage Own all customer contract transactions end-to-end — including renewals, closed-won new business, upsells, downsells, and terminations — partnering with Customer Success and Sales to ensure each is executed accurately and flows cleanly into downstream transaction setup and billing Oversee the end-to-end billing cycle including invoicing, collections, and cash application in NetSuite Manage customer account reconciliations and ensure accurate GL coding and proper billing categorization Monitor and manage accounts receivable aging to minimize DSO and maximize cash flow Coordinate with Customer Success and external clients to resolve billing disputes and payment inquiries Ensure billing data integrity across NetSuite and Salesforce, including subscription items and charge schedules Reconciliation & Accounting Oversight Perform and oversee account-level reconciliations between Salesforce (CRM) and NetSuite (billing/ERP system of record) Understand the basic GL impact of billing events, adjustments, credits, and collections activity Partner with the accounting and FP&A team to support month-end close, accruals, and audit requests Reporting & Executive Summaries Develop and maintain dashboards and KPI reports covering collections rates, aging buckets, DSO, and cash trends Engage directly in weekly aging reviews, top delinquent account analysis, and high-risk customer situations Prepare concise executive summaries that translate AR and collections data into actionable insights for leadership Define, track, and communicate team output metrics to measure productivity and process effectiveness Process Improvement Document, standardize, and continuously refine workflows across the full order-to-cash lifecycle Identify and implement process automation opportunities to increase efficiency and reduce manual error Design and enforce disciplined collections operating rhythms, including daily, weekly, and monthly execution cadences Lead hands-on improvements across collections, billing accuracy, cash application, and dispute workflows Ensure improvements are embedded into daily execution, not just documented in policy Partner with Finance, Engineering, and Product teams to drive system improvements in NetSuite and Salesforce Cross-Functional Collaboration Partner closely with Customer Success and Account Management to ensure seamless handoffs and a smooth customer experience across the transaction lifecycle Collaborate with Sales Ops and RevOps on new customer onboarding, renewals, contract changes, and upsell processing Maintain strong working relationships with external clients to support payment resolution and retention

Other Job Duties
Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements
Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills
Required 10+ years of experience across billing, collections, revenue operations, or the order-to-cash lifecycle, including 5+ years leading a team Hands-on experience with NetSuite (invoicing, AR, reconciliation, reporting) Experience working with Salesforce as a CRM and/or billing system of record Basic understanding of accounting principles — comfortable with GL impact of billing transactions, credits, and adjustments Demonstrated experience leading and developing a high performing team in a fast-paced environment Proven ability to design, document, and optimize operational processes Excellent written and verbal communication skills, including experience presenting to senior leadership Strong analytical skills with the ability to build executive-facing reports and dashboards Preferred Familiarity with healthcare, homecare, or Medicaid billing (e.g., payer billing, EVV, or healthcare AR) Experience in a SaaS or subscription-based business model Familiarity with Salesforce CPQ, ZoneBilling, or similar billing tools Bachelor's degree in Accounting, Finance, Business, or a related field (or equivalent experience) Experience working cross-functionally with Customer Success, RevOps, or Sales teams