Director, Billing

About the role

The Director, Billing is responsible for leading the vision, strategy, and execution of Choice Hotels' global billing operations, overseeing the accurate processing of more than $1B in annual invoicing. This role ensures the integrity, scalability, and compliance of all billing activities across domestic and international portfolios. The Director provides strategic leadership for billing transformation, automation, and process optimization while enhancing the customer experience. This role leads a team of four direct reports and partners cross-functionally with Finance, Technology, Legal, and Operations to support financial performance and operational excellence.

Responsibilities

• Lead end-to-end global billing operations, ensuring accurate and timely invoicing across all brands, products, and regions.
• Oversee billing for royalties, marketing and reservation fees, loyalty assessments, commissions, procurement, and other contract-based revenue streams.
• Establish, monitor, and report on KPIs (billing accuracy, dispute rates, cycle times, revenue leakage, customer inquiries).
• Partner with Accounting to ensure proper revenue recognition, reconciliations, accruals, and audit readiness.
• Analyze billing data trends to proactively identify discrepancies and implement corrective actions.
• Deliver executive-level reporting on billing performance, risks, dispute trends, and customer engagement.
• Provide strategic insights and recommendations to Finance leadership to improve revenue realization and operational performance.
• Own billing policies, governance, procedures, and internal controls to ensure global consistency and compliance.
• Serve as subject matter expert on franchise billing structures, contractual fee models, and procurement vendor billing.
• Identify operational risks and revenue leakage and implement structural improvements to enhance scalability and financial integrity.
• Partner with executive leadership and auditors to improve audit processes, reduce inefficiencies, and optimize audit outcomes.
• Translate enterprise and departmental strategies into actionable operational objectives for the billing function.
• Serve as the senior escalation point for complex franchise and procurement billing matters.
• Collaborate with Finance, Legal, Franchise Operations, Loyalty, Marketing, and Brand teams to resolve billing issues and interpret contractual obligations.
• Proactively communicate with stakeholders and customers regarding invoices, changes, and policy updates.
• Balance financial accountability with strong franchisee and customer relationships.
• Drive global billing process standardization while accommodating regional and contractual variations.
• Lead transformation initiatives, including billing system implementations, automation, and workflow optimization.
• Implement system-driven controls to reduce manual processes and improve accuracy and efficiency.
• Conduct root-cause analyses of disputes and implement long-term solutions.
• Ensure SOX compliance, audit readiness, and complete documentation of processes.
• Lead, coach, and develop a high-performing billing team with clear accountability and performance expectations.
• Manage, mentor, and support 4 direct reports, fostering engagement, development, and retention.
• Build workforce and succession plans aligned to business needs.
• Promote a culture of operational excellence, continuous improvement, and customer focus.

Qualifications

• Minimum 10+ years of progressive experience in billing operations, revenue operations, accounts receivable, or financial operations.
• Demonstrated leadership experience managing teams (including people leaders and/or complex functions).
• Experience leading large-scale system implementations, finance transformation initiatives, or operating model changes.
• Experience in hospitality, franchising, or contract-based revenue models preferred.
• Strong knowledge of franchise billing structures, contractual fee models, and revenue recognition principles.
• Experience with ERP/EPM systems (Oracle Fusion preferred) and customer billing platforms.
• Advanced Excel skills (Power Query, Power Pivot, modeling).
• Experience with process documentation, internal controls, and gap analysis.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Strategic thinker with ability to translate enterprise objectives into operational execution.
• Strong leadership and influencing skills across senior stakeholders.
• Proven change management and transformation leadership capabilities.
• Excellent communication skills, including executive-level presentations.
• High business acumen, operational discipline, and risk awareness.
• Ability to operate in a fast-paced, complex environment while balancing financial rigor and customer experience.
• Bachelor's degree in Finance, Accounting, Business, or a related field or equivalent combination of education and relevant work experience required.

Pay

The salary range for this position is $142,000 to $167,000 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).

Schedule

This position is based at Choice Hotels' Pike & Rose headquarters in North Bethesda, Maryland. The selected candidate must be able to commit to this location requirement and adhere to the company's hybrid work schedule, which consists of four days onsite and one day remote per week. This position is not eligible for relocation assistance or sponsorship.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide