Global Billing Operations (Collections) Manager | PST or CST | Remote

Job Application for Global Billing Operations (Collections) Manager | PST or CST | Remote at Grafana Labs Back to jobs Global Billing Operations (Collections) Manager | PST or CST | Remote Global (Remote) Apply Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack , both featuring scalable metrics ( Grafana Mimir ), logs ( Grafana Loki ), and traces ( Grafana Tempo ). We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do. You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity. The Opportunity: Grafana Lab’s Order to Cash team is hiring for a Collections Manager to optimise the end-to-end collections process. The role will have significant business impact driving timely cash receipts, minimizing bad debt, and supporting strong customer relationships. This role partners closely with Sales, Finance, and Legal while owning the full accounts receivable aging and leading collections strategy. This position is ideal for a systems-minded operator who works smarter to free up time and focus on the work that matters most, has a passion for automation, and is eager to scale collections processes in a growing SaaS environment. This is an individual contributor (IC) role reporting directly to the Sr. Manager, Financial Operations. What You’ll Be Doing: Own the end-to-end collections process for the entire AR aging, driving timely resolution of past-due balances through proactive outreach and negotiation Manage collections through a case management system, owning assigned tickets, queues, and collections escalations end to end Evolve and enhance collections strategies aligned with company policies, customer segmentation, and risk profiles Analyze AR aging, payment trends, consumption patterns, and dispute data to identify risk, prioritize actions, and improve cash flow Resolve billing disputes by coordinating with Billing, Sales, and other internal teams Lead and resolve complex collections escalations, applying sound judgment and risk mitigation principles Own the downgrade and bad debt write-off process, ensuring proper review, documentation, and approvals Spearhead continuous improvement initiatives be leveraging AI specifically in process documentation, automation, and tooling enhancements to scale the business Build systems and workflows that reduce manual effort and enable efficient, repeatable collections operations Provide insights and recommendations to leadership on AR health, customer risk, and process efficiency Support month-end and quarter-end close activities related to accounts receivable Own Collections Cash forecasting and working closely with Finance & Strategy team to align company cash targets Collaboration and mentorship with junior team members across Order to Cash. Reduced past-due AR and improved DSO Scalable, well-documented, and automated collections practices What Makes You a Great Fit: 5+ years of experience in B2B collections, accounts receivable, or Order-to-Cash roles Strong understanding of AR processes, billing systems, and dispute management Experience supporting SaaS businesses, including consumption or usage-based pricing models Experience managing collections for cloud marketplaces (AWS, GCP, Azure) strongly preferred Proven ability to manage complex customer relationships and sensitive financial conversations Analytical, risk-aware mindset with experience using data to prioritize work and influence outcomes Strong systems mindset with a passion for automation and scalable process design Comfortable working cross-functionally in a fast-paced, scaling environment Excellent written and verbal communication skills Experience with ERP and AR systems (e.g., NetSuite) preferred Experience enhancing ticketing systems (Zendesk preferred) Experience with Salesforce What You’ll Bring to the Role: Advanced collections and negotiation skills Strong judgment and decision-making skills Ability to influence Company- and cash-first mindset Customer-centric mindset balanced with financial rigor High attention to detail and strong ownership mentality Continuous improvement orientation Mentorship mindset, with a willingness to coach and share best practices Strong partnerships with internal stakeholders Compensation & Rewards: In the United States, the Base compensation range for this role is $88,000 - $106,000. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally. *Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process. Why You’ll Thrive at Grafana Labs: 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose. Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment. Transparent Communication – Expect open decision-making and regular company-wide updates. Innovation-Driven – Autonomy and support to ship great work and try new things. Open Source Roots – Built on community-driven values that shape how we work. Empowered Teams – High trust, low ego culture that values outcomes over optics. Career Growth Pathways – Defined opportunities to grow and develop your career. Approachable Leadership – Transparent execs who are involved, visible, and human. Passionate People – Join a team of smart, supportive folks who care deeply about what they do. In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it. Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable. Equal Opportunity Employer: We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. Grafana Labs may utilize AI tools in its recruitment process to assist in matching information provided in CVs to job postings. The recruitment team will continue to review inbound CVs manually to identify alignment with current openings. #LI-Remote For information about how your personal data is used once you’ve applied to a job, check out our privacy policy . Create a Job Alert Interested in building your career at Grafana Labs? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Country * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Do you have experience supporting consumption-based or usage-based pricing models? * Have you worked in a SaaS company with recurring revenue? * Select... What country and time zone are you based in? * Are you currently eligible to work in your country of residence? * Select... Do you now or in the future require visa sponsorship to continue working in your country of residence? * Select... Anything else you'd like to share with our hiring team? How did you hear about this opportunity at Grafana? * Select... LinkedIn Profile * Share a link to your LI profile. Equal Opportunity Employment Information At Grafana Labs, we strive to ensure we grow in a way that represents the world in which we live. To help us learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey. Providing this information is optional. It will not be used in the hiring process, and has no effect on your opportunity for employment. By voluntarily providing information and submitting your application, you explicitly consent to the collection of race, ethnicity, gender identity, and disability information and use of this information as described above . What gender identity do you most closely identify with? * Select... Race * Select... Are you a person of transgender experience? * Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Grafana Labs’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Submit application Powered by Greenhouse