VP, Billing Gov & CX Lifecycle

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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
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Job Summary
The Vice President is responsible for leading enterprise initiatives that modernize the billing ecosystem, improve billing accuracy, and reduce customer friction across the billing lifecycle at Optimum. This leader drives strategic programs that will enable the implementation of the new Amdocs billing platform and reduce billing-related call volume, service visits, and operational defects while ensuring strong governance over application changes that impact billing, customer accounts, and revenue integrity. Own enterprise accountability for billing accuracy and customer billing experience across the full customer lifecycle.
The role partners across Customer Network Operations, Product & Technology, and Finance to deliver billing transformation, improve customer experience, and ensure operational discipline across systems and processes. This role plays a critical part in improving the customer experience, reducing operational cost, and ensuring revenue accuracy by modernizing billing operations and enforcing disciplined governance across systems and processes.
Responsibilities
Billing Transformation Strategy

• Partner across teams to drive the multi‑year transformation to a single Amdocs billing platform, unified processes, and data models for B2B and B2C.
• Lead B2B billing strategy for small/medium business and Optimum Enterprise, ensuring solutions meet business objectives.
• Review and approve B2B billing deliverables, including requirements, configurations, and catalog capabilities.
• Identify and eliminate systemic billing defects that increase customer dissatisfaction and operational cost.
• Partner with Technology and Product teams to modernize billing architecture and improve scalability.
• Drive automation and simplification of billing processes.
• Lead technology transformation of credit, collections, and fraud processes.

Call & Service Visit Reduction

• Develop strategies to reduce billing‑related customer care calls and truck rolls.
• Identify root causes of billing confusion, disputes, and incorrect charges.
• Implement programs to improve first‑bill accuracy, pricing clarity, and promotion transparency.
• Partner with Customer Network and Operations teams to reduce repeat service visits tied to billing issues.
• Build operational dashboards linking billing defects to call drivers and field activity.

Billing Quality

• Improve billing accuracy.
• Review controls to ensure correct pricing, discounts, taxes, and promotions.
• Implement proactive monitoring for billing anomalies and defect detection.

Application Change Governance

• Establish and lead governance for system and application changes impacting billing and revenue systems.
• Implement structured intake, impact analysis, and approval processes.
• Ensure alignment across Product & Technology, Go‑to‑Market, Finance, and Customer Network Operations before deployment.
• Reduce production defects through improved testing, release management, and change control.
• Drive cross‑functional solutioning to ensure requirements meet business objectives and align with the technology roadmap.

Cross‑Functional Collaboration

• Partner with Customer Network Operations, Product & Technology, Pricing & Marketing, and Finance & Revenue Assurance.
• Ensure alignment between product launches, billing configuration, and operational readiness.

Analytics & Operational Insights

• Develop reporting and analytics to monitor billing error rates, call drivers, repeat service visits, revenue leakage, and system defect trends.
• Use insights to prioritize transformation initiatives.

Key Performance Metrics

• Reduction in billing‑related call volume.
• Reduction in service visits tied to billing issues.
• Improvement in first‑bill accuracy. • Reduction in billing defects and adjustments.
• Reduction in production incidents from system changes.
• Improvement in billing‑related customer satisfaction.

Qualifications

• 12+ years of leadership experience in telecommunications, cable, technology, or subscription-based services
• Deep knowledge of AMDOCS billing systems, revenue operations, and customer lifecycle management
• Experience leading large-scale operational or technology transformations
• Proven success reducing operational cost drivers such as customer calls or field visits
• Strong governance and program management experience

Preferred

• Experience with telecom/cable billing platforms (e.g., Amdocs, CSG, Netcracker, Oracle BRM)
• Background in revenue assurance, billing operations, or customer experience
• Experience implementing enterprise governance models and change management frameworks

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
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Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $178,500.00 - $255,000.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City