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Wolters Kluwer Director, Operational Quality & Billing in Houston, Texas

Wolters Kluwer ELM Solutions provides legal software solutions for Enterprise clients. ELM Solutions provides platforms for Corporate Legal Departments (ELM Clients) to collaborate with the Legal Service Providers (LSPs) to whom they outsource legal work, as well as Contract Lifecycle Management systems. The ELM Billing Operations team is responsible for invoicing ELM clients and their LSPs for system usage, responding to billing inquiries and resolving disputes.

Wolters Kluwer is hiring a Director, Operational Quality & Billing.

The Director plays a dual role:

  • Defines the strategy for evolving the billing function for more accurate, automated, and cost-effective outcomes. Directing a team of billing managers and analysts, the Director of Billing Operations is responsible and accountable for ensuring that the complex billing of our clients and law firms is completed with a high level of quality and processed in an effective and efficient manner; and, that all client and internal billing disputes and inquiries are handled in a timely manner with the goal of meeting or exceeding WK Dispute Management standards.

  • Provides operational support for the Global Operations function to improve overall team efficiency. Working collaboratively with the Global Operations leadership team to track and execute on team-wide goals and initiatives, .

The Director also:

  • Leads cross-functional strategic initiatives to improve billing processes, including (but not limited to) dispute resolution, cash application, collections, new product pricing, price changes and price increases.

  • Acts as the business sponsor for major technology integration projects (NetSuite, SAP, Salesforce)

  • Sets department goals; track key metrics and report out monthly on performance to the ELM Executive Management Team.

  • Is accountable for ensuring billing department complies with all Wolters Kluwer and Security requirements

  • Is accountable for ensuring compliance to all federal, state and county billing requirements.

  • Partners with the VP of Finance to provide recommendations for adjustments, revenue reversal and write-offs.

  • Partners with the Account Management team in closing disputes within 30 days of receipt, when applicable.

  • Partners closely with both NA-AC Collections and Cash Applications teams providing ELM business experience guidance and ensuring that the ELM organization and leaders are aware of any operational actions taking place which would directly impact the customer experience.

  • Works closely with NA-AC collections on strategy for ELM specific challenges, i.e., settlement, aged A/R, dunning, etc.

  • Leads monthly Dispute Management reviews with Executive Team Members and Sales (Account Management) with the goal of driving accountability and closure of disputes.

  • Provides reporting on both billing and dispute management monthly; partners with finance in the creation of A/R reporting.

  • Ensures finance has all applicable reporting on disputes for bi-weekly Executive Management reviews

  • Ensures the teams have the processes and tools needed to do their jobs and are operating at peak effectiveness and efficiency. This would include the Global Operations organization; includes Customer Support, Client Success Management & Billing teams.

  • Additionally, the Director is a key strategic partner to the other Global Operations functional leaders in implementing and managing key processes that enable excellent customer service and support.

Essential Duties and responsibilities

Key Responsibilities:

  • Lead and develop the Billing & Operations teams

  • Critical Lead in partnering with the NA-AC Collections and Cash Application leaders

  • Monitor overall A/R performance with ability to raise concerns, when applicable

  • Key Lead in the ERP moves of NetSuite to SAP as it pertains to the billing processes; also known as STEP.

  • Monitor the day-to-day running of the Global Operations business

  • Identify process improvement areas and lead improvement projects to enhance the customer experience.

  • Manage relationships/agreements with external partners.

  • Oversee the roll out of corporate-wide initiatives to the Global Operations organization

  • Work with the Global Operations management team Develop team-wide policies and procedures and monitor adherence.



  • Bachelor’s degree, Master’s degree preferred.


  • Ten years’ overall business experience and 8 years’ people management experience.

  • Minimum of 3 years in managing Account Receivables in B2B operational teams; inclusive of billing, collections, cash applications and customer service.

  • Minimum of 5 years’ relevant experience in B2B Software Operations with project planning, execution, and history of improvements, or other relevant operations experience.

Other Knowledge, Skills, Abilities or Certifications:

  • Experience with ERP systems, i.e., Netsuite, SAP

  • Strong business acumen as this role will be part of the Global Services senior leadership team.

  • Proven experience of working directly with Fortune 500 clients.

  • Very strong interpersonal, management, and organizational skills

  • Excellent written and verbal communication skills

  • Strong team building capability and leadership skills to advance the unit and the organization.

  • Ability to think and work independently

  • Travel required less than 20%


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.