National Accounts Manager Billing & Vendor Engagement

Manager, National Accounts Billing & Vendor Engagement

The Manager, National Accounts Billing & Vendor Engagement is responsible for leading and managing the National Accounts Billing and Vendor Engagement functions to ensure accurate customer billing, effective third-party vendor coordination, and high levels of customer satisfaction. This role provides strategic and operational leadership, ensures compliance with company policies and contractual requirements, and drives continuous improvement across processes supporting National Account customers.

This position requires strong people leadership, cross-functional partnership, and a focus on operational controls, scalability, and service excellence.

Responsibilities

Essential Duties and Responsibilities

The following duties are representative of the responsibilities of this position but are not an exhaustive list. Additional duties may be assigned as business needs change.

People Leadership and Team Management

Directly manage and develop Billing and Vendor Engagement team members and/or supervisors.

Set clear performance expectations, goals, and accountability measures aligned with quality, accuracy, timeliness, and service level agreements (SLAs).

Conduct performance evaluations, provide coaching and ongoing feedback, and administer corrective or disciplinary action in accordance with company policy.

Partner with Human Resources on staffing needs, onboarding, training, and employee development.

Billing Operations Management

Oversee National Accounts billing activities from invoice creation to completion, ensuring invoices are accurate, timely, and compliant with customer agreements and internal policies using established billing frameworks and procedures.

Ensure appropriate documentation, controls, and data integrity are maintained to support audits and financial reporting.

Monitor and analyze billing performance metrics, identify risks or trends, and implement corrective actions or process improvements.

Vendor Engagement and Service Oversight

Manage the Vendor Engagement team responsible for coordinating services for selected National Account customers.

Ensure vendor performance meets contractual requirements and agreed-upon customer SLAs for quality, cost, and timeliness.

Review operational reports related to service activity, preventative maintenance, exceptions, and case resolution.

Acts as an escalation point for complex customer or branch issues within the assigned operational scope and lead resolution efforts in partnership with senior leadership as needed.

Partner with customers and branches to address recurring issues and drive service consistency.

Process Control and Continuous Improvement

Maintain documented procedures and internal controls to support consistent and accurate billing and vendor engagement operations within assigned operational areas.

Identify opportunities to streamline processes, improve efficiency, and enhance the customer experience.

Partner with Business Analytics, Systems, and IT teams to enhance reporting capabilities, tools, and workflows.

Ensure the team follows company policies, customer agreements, and applicable regulatory or audit requirements; identify gaps and recommend improvements opportunities to leadership as appropriate.

Qualifications

Education

Bachelor's degree in Business, Accounting, Finance, Operations, or a related field preferred.

Equivalent combination of education and experience may be considered.

Experience

Minimum of seven (7) years of progressive experience in billing, accounts receivable, operations, or customer service.

Minimum of three (3) years of direct people management experience, including performance management and employee development.

Experience leading teams within established operational frameworks and performance expectations.

Experience in managing complex operational processes and service level agreements.

Knowledge, Skills, and Abilities

Demonstrated leadership and team development skills.

Strong analytical and problem-solving capabilities, including the ability to interpret operational and financial data.

Excellent written and verbal communication skills, with the ability to communicate effectively across all organizational levels.

High attention to detail with the ability to manage multiple priorities in a fast-paced environment.

Proficient in Microsoft Office applications, particularly Excel and PowerPoint; experience with ERP, billing, or workflow management systems preferred.

Ability to use good judgment, handle sensitive information appropriately and follow company values and policies, and assigned decision-making authority.

Physical Demands and Work Environment

Primarily performed in a standard office environment.

May require extended work hours or availability outside normal business hours to support critical customer or operational needs.

Equal Employment Opportunity Statement

Rollins, Inc. and its subsidiaries, including Orkin, are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Responsibilities and duties may change at any time with or without notice, in accordance with business needs.