Description:
Axiom is hiring for a highly motivated and experienced Director to lead and evolve Axiom's Billing and Collection and Axiom's Answer teams. These functions are a critical part to ensure we provide an outstanding experience at every level to our customers and talent. Reporting directly to Axiom's CFO, this is an exciting opportunity for an experienced leader with operational and people management skills to develop world class Billing, Collection and Answer functions, continue the Axiom journey through a significant transition, and make this a fully KPI-driven function aligned with how our Commercial, Talent and Operation functions perform. The ideal candidate for this position has successfully led Billing and Collection team(s) with strong KPIs and has demonstrated the ability to manage teams and drive changes and continuous improvements.
The Director of Billing, Collection and Answer will:
- Establish a culture of excellence and exceptional customer and Talent experience within the functions
- Be the main senior escalation point and be ready to resolve key client and Talent issues by being on calls with them and the Sales or Talent team, and coach the team to minimize those escalations and be able to resolve issues themselves
- Be responsible for both the strategic direction and continuous improvement of the team as well as day-to-day operations, meeting service level agreements and managing all aspects of the Answer function
- Set team service goals and manage the team based on the achievement of these goals, and be responsible for global resource planning to achieve these goals, including as part of an annual budget review process
- Develop a deep understanding of Axiom business, systems and operational processes, as well as the support needs of our talent partners, clients and internal talent recruitment, placement and project teams
- Work closely with the CFO, senior leadership and existing support teams to evolve the existing support model into a best-in-class internal and external support organization
- Drive all necessary parts of the Support Model design and transformation, potentially including strategic org redesign, optimized team structure, updated roles and responsibilities, setting service levels, innovating processes, issue triage, prioritization and other efficiency levers
- Streamline existing processes and reduce any service bottlenecks, including by leveraging improved tech and ticketing solutions as needed
- Help drive the implementation of new technology to automate aspects of processes and increase efficiency
- Develop team training to make sure our team stays on top and is well onboarded, and continue the development of a proper career path to motivate our employees to continue exceeding expectations
- Ensure the team follows the designed processes and leverages the required tools to document and effectively resolve requests, following clear escalation and service tier protocols
- Improve and manage the operational dashboards to track and monitor key support metrics, maintaining a high-level view of all open customer issues
- Monitor the team performance, conduct performance reviews and provide regular reporting on operational and customer service KPI's to Axiom leadership
About you:
Qualifications/Experience:
- 7-10+ years of experience managing complex Billing and Collections Team
- Significant project leadership and management experience and meticulous attention to detail
- Familiarity with effective tech stacks that enable leading customer service and support functions and willingness to learn and operate in business systems
- Experience leading a team of 20+ direct and indirect reports with a demonstrated ability of managing and inspiring others
- Relentless focus on the business needs, consistently raising the bar on service excellence
- Demonstrated ability to work in a collaborative, highly matrixed work environment
- Highly persuasive verbal communication skills, strong written communication skills
- Deep sense of urgency, pace and drive
- Critical thinking and creative problem-solving skills
- Experience managing a KPI-driven support functions (e.g., help desks, call centers, etc.) would be a plus.
- Experience with a professional services firm, recruitment agency, or law firm preferred, but not required