We're committed to bringing passion and customer focus to the business.

Incredible opportunity to lead our fast-growing team in Limerick, Ireland.

Our Order-to-Cash “O2C” Operations Lead is a key contact point with our customers, using problem solving and customer service skills to respond to billing and collections critical issues, as well as working with inter-department partners on company-wide projects. The O2C Lead will also supervise the accrual and payment of Sales Commissions for the global sales organisation.

Reporting to the Order-to-Cash Operations Manager, this role is housed within our Accounting Operations team and offers the possibility of mobility within the company. Prior billing/collections leadership experience in a global and distributed team is essential. We are looking for someone who has a strong appetite for learning, leading, and making an impact from day one!

RESPONSIBILITIES

• Following multi-step processes to resolve customer escalations, taking ownership of the process from start to finish to ensure accurate execution of customer account activities (credits, debits, refunds, cancellations, etc).
• Responsible for the overall performance of the team, supervising their performance, providing timely feedback and mentorship, and assisting them to improve on their identified training needs.
• Lead all aspects of the Sales commissions process and work closely with team members to ensure accuracy and alignment on any and all policy or process changes.
• Support the commission's process, addressing any queries or discrepancies flagged by the Sales organisation.
• Working closely with the technical support and sales teams to quickly and efficiently resolve internal and external customer needs while meeting SLA and customer satisfaction goals.
• Regular collaboration with other O2C team members, as well as the Accounting, Business Systems, and R&D teams to resolve issues and lead change.
• Balancing customer requests with a desire to do the right thing for both the customer and WP Engine.
• Clearly and thoroughly communicating with customers via email (and sometimes phone) to diagnose, explain, and correct complex billing issues.
• Understanding key company metrics and seeking out long-term solutions to trending requests that improve the customer experience and WP Engine’s processes.
• Being thoroughly familiar with aging reports and comfortable addressing both small value and very high-value premium customers, to arrange for timely payments in accordance with WP Engine’s collections process.
• Implement strategies in the Order-to-Cash processes to reduce DSO (Days Sales Outstanding) /ADD (Average Days Delinquent) and past due invoices.
• Responsible for monthly Bad Debt Reserves and reconciliations.
• Assisting the sales team through discounts/new order creation and auditing for month-end close.
• Owning ad-hoc projects as they arise, ensuring they are completed to a high standard and become a documented process via SOP.

• Effective and articulate verbal and written communication skills
• Experience leading a team in a constantly evolving environment
• Ability to multi-task and thrive in our fast-paced work environment
• Constant learner
• Ambitious and forward-thinking
• Problem solver
• Experience working well in a team environment
• Experience leading a distributed team
• Very proficient with technology
• Ambitious individual who is Self-activating, and can work under their own direction towards targets/goals
• Knowledge of Google Suite and proficient in Excel

• Competitive compensation.
• Work remotely from anywhere in Ireland.
• Stock options (Every employee is an owner in the company)
• Pension scheme with company match.
• Generous time off (20 vacation days + 5 flex days + 1 floating holiday)
• Wellness Program (4 company wellness days off)
• Thrivepass - expense €80 per month on anything that makes you happy!
• Private Health Insurance (VHI)
• Work from Home Stipend (€450)
• Life Insurance and Income Protection (100% Paid)
• Supplemental Maternity & Paternity Pay, and Caregiver’s Leave