Cloud Operations Team Lead
Job Summary
The Cloud Operations Team Lead oversees end-to-end customer account lifecycles, billing management, and partner operations. This role involves coordinating cross-functional processes to ensure operational excellence, financial accuracy, and efficient issue resolution. The position requires strong stakeholder management and the ability to drive continuous process improvements within a fast-paced environment.
Responsibilities
- Manage end-to-end customer account lifecycles and billing accuracy.
- Oversee customer and partner operational activities.
- Drive cross-functional collaboration to optimize order-to-cash processes.
- Analyze operational data to support management decision-making.
Required Skills
- 2-3 years of cloud operations and billing experience
- Proficiency in Mandarin and English
- Stakeholder management
- Multitasking and problem-solving skills
- Leadership potential
Job Details
### Responsibilities
**1. Billing & Account Management**
- Oversee the full customer account lifecycle, including activation, suspension, modification, and closure, while ensuring billing accuracy and compliance with internal policies.
- Lead coordination with internal stakeholders to ensure timely and accurate invoice generation for customers, partners, and vendors.
- Manage complex billing inquiries, discrepancies, credit notes, and overdue payment escalations with professionalism and efficiency.
- Drive resolution of billing disputes and recommend process improvements to minimize recurring issues.
**2. Customer & Partner Operations**
- Serve as the key operational contact for customers and partners, ensuring high service standards and effective issue resolution.
- Manage and coordinate post-sales operational activities, including contract amendments, account restructuring, renewals, and service adjustments.
- Monitor customer credit utilization, partner rebate programs, and operational performance to ensure compliance with commercial terms.
- Review and validate incentive, discount, and rebate applications to ensure accuracy and alignment with company policies.
**3. Operational Excellence & Process Improvement**
- Maintain accurate and well-organized operational records, billing documentation, and audit trails for reporting and compliance purposes.
- Collaborate closely with cross-functional teams including Sales, Finance, and Technical Support to optimize and enhance order-to-cash operations.
- Prepare operational and billing reports, perform data analysis, and provide insights to support management decision-making.
- Identify workflow gaps and contribute to continuous process improvement initiatives to enhance operational efficiency and customer experience.
### Requirements
- Minimum 2–3 years of experience in public cloud operations, billing processes, account management, invoicing, customer coordination, and vendor management.
- Strong sense of responsibility, accountability, and ownership in handling tasks and resolving issues.
- Able to multitask effectively and perform well in a fast-paced working environment.
- Good communication, coordination, and stakeholder management skills.
- Proficient in both Mandarin and English (spoken and written).
- Candidates with leadership potential or experience in guiding junior team members will have an added advantage.
- Minimum is degree holder.