Director, Billing and Payment Services

Director, Billing and Payment Services - (250000Q2)

Description

Director Billing & Payment Services is a key senior leader responsible for delivering operational excellence, financial integrity, and customer trust across MLGW’s end-to-end meter-to-cash (M2C) cycle. With oversight of Billing Services and Payment Services, this role ensures the seamless integration of meter data, bill generation (includes exceptions), payment processing, collections, and customer financial support—while also championing a modern, employee-centered service model. This position is central to MLGW’s Customer Experience Modernization journey. It requires a forward-thinking, people-first leader who understands that improving the employee experience—by removing outdated rules, investing in skill-building, and fostering shared purpose—is critical to achieving meaningful, measurable, and memorable outcomes for the customers and communities we serve.

ESSENTIAL DUTIES: Lead and unify a cohesive Meter-to-Cash (M2C) strategy that streamlines operations, enhances quality and accuracy, supports cross-departmental alignment and enables MLGW financial health. Align department efforts with Customer Experience strategic pillars: People-First, Customer-Focused, Resiliency and Agility, and Technology-Enabled. Serve as the enterprise lead for billing and collections innovation, reporting, and issue resolution. Oversee Billing Services operations, including exception management, Meter Data Management System integration,

customer programs, and regulatory compliance. Lead Payment Services functions: Credit, Collections, Community Offices, Contracted Payment Centers, and Financial Assistance integration. Transform the workplace culture by replacing outdated, rigid policy enforcement with purpose-driven leadership, practical judgment, and employee empowerment. Promote leadership development and create pathways for employee growth, recognition, and knowledge-sharing that elevate both individual performance and team morale. Ensures billing and payment operations comply with all legal, audit, and regulatory requirements. Serves as the executive escalation point for complex disputes and financial issues. Manages performance scorecards and dashboards to drive data transparency and accountability. Reduces cost to serve by improving financial controls, streamlining billing and collections, and eliminating process inefficiencies. Partners with IT/IS and operations to modernize systems and expand digital self-service and resolve delays. Perform other duties as directed.

Qualifications

LICENSES AND CERTIFICATIONS

A valid driver’s license from state of residence is required.

EDUCATION

Bachelor's degree in business administration, engineering, finance, public policy or related field is required. Master's degree or certification in Utility Management, Organizational Leadership or Change Management is preferred.

Seven (7) years professional related experience including four (4) years of progressive management experience in customer operations, billing, credit, or revenue management and demonstrated success leading large, diverse teams in unionized environments is required.

ADDITIONAL INFORMATION

Must successfully complete the NIMS within one year of entering job. Demonstrates systems thinking by integrating operations, data, and personnel across billing, payments, and field services. Work in office environment. Leads with empathy while upholding high standards, transforming legacy processes to support employee autonomy and sound decision-making. Utilizes data and cross-functional collaboration to improve performance and accountability. Build trust through transparent engagement with unions, leadership, staff, vendors, and customers, while advancing a modern, employee-centered service model. Subject to occasional bending, kneeling, reaching, and pushing. Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis.

THIS LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIAND MAY BE SUPPLEMENTED AS NECESSARY.

Primary Location: USA-TN-Memphis

Work Locations: AB01 David F Hansen Admin Bldg 220 South Main Street Memphis 38101-0430

Job: Customer Service

Organization: 0700000 VP CCO Customer Experience Energy Services

Job Posting: Sep 3, 2025, 11:33:32 AM

Minimum Salary: 145,392.00

Midpoint Salary: 181,750.40