About FreshBooks
FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and we know that different folks thrive in different working environments: Remote, onsite, and everything in between, you’ll find it with us.
The Opportunity
FreshBooks is looking for a Strategy & Operations Specialist to help manage our complex billing processes and improve KPIs. In this role, you will be focused on our subscription billing offerings & improving our performance in revenue collection. You’ll have an opportunity to couple your analytical thinking skills with a strategic view of our operations to identify areas of improvement that can lead to involuntary churn reductions and ultimately improve our business objectives. And if you have a knack for embedding technology and automation to streamline operational processes, there’s opportunities to exercise that as well.
If you're passionate about taking on big challenges head on, delivering simply amazing experiences for our customers, and ready to back it up with results for our business — this job is for you.
What You'll Do
- Support and develop a roadmap of operational initiatives to streamline our workflows and improve the financial performance in Billing Operations
- Manage and reduce customer involuntary churn by analyzing our payment collections rates across various markets, customer segments, customer behaviour, etc.
- Increase team performance and efficiency by developing a thorough understanding of our operational processes and making recommendations for improvements and automation
- Develop and deliver regular reporting related to subscriptions revenues & payments, by channel and by market, both from internal and external sources
- Understand the unit economics of our business, know where Billing Ops can impact, and continuously measure our impact
- Build and monitor operational forecasts, reviewing monthly/quarterly and making improvements as required
- Work with FreshBooks’ Data teams to develop a roadmap to ingest relevant data in support of the team’s objectives
- Understand the roadmap of upcoming product capabilities and business evolutions, determining implications to ensure smooth processes are maintained once changes are introduced
- Develop and implement operational procedures to ensure successful delivery of the organization’s operational initiatives
- Collaborate with external vendors to understand key industry trends and act as an internal subject matter expert in payments
What You'll Bring to the Role
- Very strong analytical thinking skills and good financial acumen
- Strong communication skills and the ability to effectively explain complex processes and background to a wide-ranging audience
- Attention to detail, a keen eye for identifying opportunities for improvements to existing operational processes, and creative problem solving skills
- Experience creating and managing strong relationships with cross-functional stakeholders throughout a project lifecycle
- 2+ years experience in the operations of one or more of these areas: billing, payments, operations, or FPA
- Good understanding of the payment industry and payments processes, experience working with a billing or payments processing system
- Proven experience creating and delivering best in class operational reporting and business analysis
- Great negotiating skills and an understanding of what it takes to develop great, long term partnerships, experience working with 3rd party vendors a plus
- University degree in Business, Finance or related field or equivalent work experience
You'll Stand Out If You Bring Experience In
- You have an apt for learning technical capabilities that would benefit your day to day work
- 1+ years of experience in data management tools and SQL
- Previous experience in billing or collections: understanding of pricing, packaging, and the software subscription ecosystem
Our Commitments to You
At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognises and rewards our full-time employees:
- 🩺 Comprehensive Health and Wellness Benefits. Including retirement savings programs matched to your local office, stock options for every full time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits dependent on your region, and more.
- 📚 Perks that Matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
- 🌱Working Environments to Help You Thrive. Beautiful office spaces welcome you in Canada and Mexico, and remote FreshBookers receive a home office credit to set up your home office.
- 🤗 Supportive Peer Group, Mentors, and Leaders. We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
- 🚀 Accelerated growth. 3 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.
Closing
Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.
FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.
FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone 416-780-2700 and/or accessibility@freshbooks.com.
