Director Customer to Cash

The Customer to Cash Director will lead the end-to-end Customer to Cash function for the business, ensuring customers can be onboarded, billed, supported, collected from and serviced accurately as Omni's standalone C2C capability comes online. Omni is a newly separated business operating under a Transition Service Agreement (TSA) with its former parent, Thomson Reuters (TR). At Day 1, only Order Entry sits within Omni; Billing, Cash Application, Collections and Master Data continue to be delivered by TR under the TSA. This role will lead the stand-up of standalone C2C capability, progressively bringing each function out of TSA scope and into Omni ownership according to the agreed transition roadmap, with all TSA-covered C2C services fully transitioned before TSA expiry.

This is a hands-on leadership role requiring strong people management, operational discipline, customer focus and the ability to learn quickly in a complex environment. The successful candidate will bring clarity to ownership, simplify processes, improve speed and predictability, and build a high-performing team that supports sales, finance, customer experience and regional business leaders.

About The Role

In this opportunity as Director Customer to Cash, your key responsibilities will be: 

Operational Leadership

• Lead the end-to-end Customer to Cash operating model, ensuring timely, accurate and consistent execution across order processing, billing, cash application, collections and master data.

• Ensure customers are invoiced accurately and on time, with clear ownership of exceptions, adjustments, cancellations, refunds, credits and dispute handling.

• Oversee order, billing, cash application and collections processes across relevant platforms, including eStore, Salesforce/Conga, SAP, BillTrust and Esker.

• Lead collections activity, including customer outreach, dispute coordination, delinquency escalation and business-directed service suspension or reinstatement.

TSA Transition & Carve-Out

• Lead the C2C stand-up for Omni as a newly separated business operating under a Transition Service Agreement (TSA) with its former parent, Thomson Reuters (TR); at Day 1, only Order Entry sits within Omni, with Billing, Cash Application, Collections and Master Data continuing to be delivered by TR under the TSA.

• Own the TSA exit plan for each C2C function still delivered by TR, partnering with TR and internal stakeholders to agree hard cutover dates and ensure every TR-provided C2C service is replaced, migrated or stood up independently before TSA expiry.

• Partner with Technology, Finance and Commercial Excellence to sequence system and process separation, minimizing customer and cash-flow disruption throughout the transition.

• Establish standalone governance, controls and documentation for C2C processes previously reliant on TR systems or shared services, ensuring SOX compliance and audit-readiness across all six Omni NewCo legal entities.

• Provide regular TSA exit status reporting to senior leadership, flagging risks to cutover dates or service continuity.

People & Customer Leadership

• Lead, coach and develop a geographically distributed team across C2C disciplines, creating clear accountability, decision rights and escalation paths.

• Build team capability as the role expands from Order Entry into Billing, Cash Application, Collections and Master Data, strengthening knowledge transfer and business continuity.

• Act as a senior point of contact for Sales, Commercial Excellence, Finance and regional business leaders on C2C issues, risks and opportunities.

• Build a customer-obsessed culture that reduces friction, improves billing accuracy and resolves issues quickly, supporting scalable processes for eCommerce, reseller and B2B/B2C workflows.

• Provide confident, visible leadership through organizational change, including communications that help transferring employees feel supported and connected to the new business.

Governance & Continuous Improvement

• Establish and monitor service levels, operational KPIs and controls across Order Management, Billing, Cash Application, Collections and Master Data.

• Track performance metrics such as order turnaround time, invoice accuracy, cash application automation, aged debt and dispute resolution, and ensure quality control over customer and financial transactions.

• Simplify ways of working, reduce ambiguity around ownership and handoffs, and identify opportunities to automate or standardize manual processes.

• Partner with Finance and Technology on cash flow, receivables and future-state operating model design beyond the initial TSA exit.

About You

You're a fit for the role of Director Customer to Cash if your background includes: 

• Significant leadership experience, minimum 15 years in Customer to Cash, Order to Cash, Finance Operations, Shared Services, Billing, Collections, Order Management or related operational functions, including managing managers or multi-site, geographically distributed teams.

• Proven experience leading Customer to Cash, Order to Cash or Finance Operations through a carve-out, joint venture or divestiture, including operating under a Transition Service Agreement (TSA) with a former parent company.

• Strong understanding of end-to-end customer, order, invoice, payment, collections and dispute processes in high-volume transactional environments where accuracy and turnaround times are critical.

• Experience working with enterprise systems such as SAP, Salesforce, Conga, HighRadius, BillTrust, Esker or comparable platforms.

• Strong process improvement mindset and commercial awareness, including payment terms, credit limits, customer segmentation, eCommerce operations and revenue/cash flow implications.

• Comfortable operating in a complex, matrixed, ambiguous environment, with excellent communication skills for senior leaders and frontline teams alike.

• Bachelor's degree in finance, Accounting, Business Administration or a related discipline; a professional qualification (ACCA, CIMA, CPA, CA, CMA) or MBA is a plus.

• Preferred: background in shared services or global business services (particularly India and/or Philippines delivery models); experience across multiple carve-outs, joint ventures or standalone transitions; and familiarity with subscription, eCommerce or B2B/B2C billing environments.

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What’s in it For You?

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