Customer Operations Manager

Your journey as a Customer Operations Manager begins here! You will take ownership of high-severity billing and quote-to-cash issues, providing executive-level visibility and coordination across Finance, Revenue Operations, Sales, and back-office teams. Leveraging your expertise in end-to-end quote-to-cash workstreams and systems like Salesforce, ERP, and billing platforms, you will ensure every customer account is fully reconciled and all corrective actions are executed with precision. If you thrive in diagnosing process breakdowns and driving cross-functional teams to resolution, this role is for you. 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 #LI-EG1 #LI-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. Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and 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. Recruiter: Elizabeth Garcia