Director, Billing & Collections Strategy and Operations

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Xplore Inc. is seeking an accomplished Director, Billing & Collections Strategy and Operations to lead and oversee the organization’s end-to-end billing and collections functions. This senior leadership role is responsible for ensuring accurate and timely billing, strong internal controls, zero revenue leakage, and effective credit and collections strategies that optimize cash flow while preserving a high-quality customer experience.

Reporting to VP, Customer Operational Excellence & Enablement, this role will provide strategic direction and operational leadership across billing operations, revenue assurance, credit, and collections. The role requires close partnership with Finance, IT, Customer Operations, Product, and Compliance teams to ensure alignment with enterprise objectives and regulatory requirements. The successful candidate will drive continuous improvement, modernize processes and controls, and build scalable capabilities to support long-term business growth.

Key Responsibilities Include:

Strategic & Operational Leadership

• Provide end‑to‑end leadership for Billing, Credit, and Collections operations, ensuring accuracy, timeliness, and compliance across all customer segments and products.
• Define and execute strategies that protect revenue integrity, optimize cash flow, and support positive customer financial experiences.
• Establish enterprise governance over billing and collections policies, standards, and controls to ensure consistency and scalability.

Revenue Assurance & Leakage Prevention

• Own revenue assurance outcomes, including prevention of revenue leakage, billing accuracy, reconciliations, and audit readiness.
• Monitor revenue streams across order capture, provisioning, rating, billing, and collections.
• Partner with Finance to strengthen internal controls, support financial close processes, and enable transparent revenue reporting.
• Partner with Technology teams to implement automated checks, reconciliations, and exception reporting
• Proactively identify risks, anomalies, and systemic issues affecting revenue, recommending corrective actions.

• Develop and oversee credit risk management frameworks, including credit policies, eligibility criteria, deposits, exposure limits, and write‑off strategies.
• Lead collections strategy design and execution, balancing recovery effectiveness with customer retention, fairness, and brand values.
• Optimize collections treatments, segmentation, and channel strategies to improve performance and customer outcomes.
• Oversee collections operations, including early-stage collections, delinquency management, write-offs, and recoveries.
• Set policies for credit risk, payment plans, and treatment strategies across customer segments.
• Drive improvements in Days Outstanding, delinquency rates, and bad debt.

• Partner closely with Technology, Product, Customer Operations, Legal, Compliance, and Risk teams to align roadmaps, releases, and controls.
• Act as a senior escalation point for complex billing, credit, or collections issues with material customer or financial impact.
• Ensure billing readiness and risk assessment for new product launches, pricing changes, and promotional offers.
• Present metrics, risks, and improvement plans to executive leadership.

• Own requirements and prioritization for billing and collections systems and tools.
• Leverage data, analytics, and automation to improve accuracy, efficiency, and customer outcomes.
• Lead initiatives to modernize billing and collections processes through automation, analytics, and system enhancements.
• Champion process simplification, standardization, and self‑service capabilities to improve efficiency and customer experience.
• Support audits and regulatory reviews with transparent, well-documented controls.
• Drive change management efforts to ensure successful adoption of new tools, policies, and ways of working.

• Establish and monitor KPIs and dashboards related to billing accuracy, revenue leakage, delinquencies, DSO, bad debt, complaints, and recovery rates.
• Provide regular executive‑level insights and recommendations to senior leaders, highlighting trends, risks, and improvement opportunities.

• Build, mentor, and lead high‑performing teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Develop future leaders and ensure appropriate succession planning within billing and collections functions.

• Achieve sustained billing accuracy ≥ 99.9% across all products and customer segments.
• Reduce confirmed revenue leakage through strengthened controls, reconciliations, and root‑cause remediation.
• Establish a formal revenue assurance framework with clear ownership, controls, and audit trails embedded in core processes.
• Strong audit outcomes and control effectiveness
• Improve Days Sales Outstanding (DSO) through optimized billing cycles, payment options, and collections effectiveness.
• Reduce bad debt expense as a percentage of revenue while maintaining customer fairness and retention.
• Increase early‑stage collections effectiveness (e.g., cure rates, roll‑rate improvements) through better segmentation and treatment strategies.
• Improve payment success rates (on‑time payments, first‑attempt success) through digital enablement and proactive outreach
• Improve customer satisfaction scores (CSAT/NPS) related to billing clarity, payment experience, and dispute resolution.
• Deliver clearer, simpler billing communications that measurably reduce repeat contacts and disputes.
• Improve operational efficiency, resulting in measurable productivity gains without service degradation.

The ideal candidate will possess:

• Experience leading billing or finance transformation initiatives
• Familiarity with telecom billing platforms and CRM systems
• Background in regulated environments
• CPA, MBA, or related professional designation

• Strategic thinker with the ability to balance risk, financial outcomes, and customer experience.
• Results‑driven leader with strong execution and change‑management skills.
• Collaborative influencer capable of aligning diverse stakeholders across the enterprise.
• Customer‑centric mindset grounded in fairness, transparency, and trust.
• Clear, confident communicator at executive and operational levels.

Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.