Director Customer to Cash

The Customer to Cash Director will lead the end-to-end Customer to Cash function for the business, ensuring customers can be onboarded, billed, supported, collected from and serviced accurately as Omni's standalone C2C capability comes online. Omni is a newly separated business operating under a Transition Service Agreement (TSA) with its former parent, Thomson Reuters (TR). At Day 1, only Order Entry sits within Omni; Billing, Cash Application, Collections and Master Data continue to be delivered by TR under the TSA. This role will lead the stand-up of standalone C2C capability, progressively bringing each function out of TSA scope and into Omni ownership according to the agreed transition roadmap, with all TSA-covered C2C services fully transitioned before TSA expiry.

This is a hands-on leadership role requiring strong people management, operational discipline, customer focus and the ability to learn quickly in a complex environment. The successful candidate will bring clarity to ownership, simplify processes, improve speed and predictability, and build a high-performing team that supports sales, finance, customer experience and regional business leaders.

About The Role

In this opportunity as Director Customer to Cash, your key responsibilities will be:

Operational Leadership

• Lead the end-to-end Customer to Cash operating model, ensuring timely, accurate and consistent execution across order processing, billing, cash application, collections and master data.
• Ensure customers are invoiced accurately and on time, with clear ownership of exceptions, adjustments, cancellations, refunds, credits and dispute handling.
• Oversee order, billing, cash application and collections processes across relevant platforms, including eStore, Salesforce/Conga, SAP, BillTrust and Esker.
• Lead collections activity, including customer outreach, dispute coordination, delinquency escalation and business-directed service suspension or reinstatement.

TSA Transition & Carve-Out

• Lead the C2C stand-up for Omni as a newly separated business operating under a Transition Service Agreement (TSA) with its former parent, Thomson Reuters (TR); at Day 1, only Order Entry sits within Omni, with Billing, Cash Application, Collections and Master Data continuing to be delivered by TR under the TSA.
• Own the TSA exit plan for each C2C function still delivered by TR, partnering with TR and internal stakeholders to agree hard cutover dates and ensure every TR-provided C2C service is replaced, migrated or stood up independently before TSA expiry.
• Partner with Technology, Finance and Commercial Excellence to sequence system and process separation, minimizing customer and cash-flow disruption throughout the transition.
• Establish standalone governance, controls and documentation for C2C processes previously reliant on TR systems or shared services, ensuring SOX compliance and audit-readiness across all six Omni NewCo legal entities.
• Provide regular TSA exit status reporting to senior leadership, flagging risks to cutover dates or service continuity.

People & Customer Leadership

• Lead, coach and develop a geographically distributed team across C2C disciplines, creating clear accountability, decision rights and escalation paths.
• Build team capability as the role expands from Order Entry into Billing, Cash Application, Collections and Master Data, strengthening knowledge transfer and business continuity.
• Act as a senior point of contact for Sales, Commercial Excellence, Finance and regional business leaders on C2C issues, risks and opportunities.
• Build a customer-obsessed culture that reduces friction, improves billing accuracy and resolves issues quickly, supporting scalable processes for eCommerce, reseller and B2B/B2C workflows.
• Provide confident, visible leadership through organizational change, including communications that help transferring employees feel supported and connected to the new business.

Governance & Continuous Improvement

• Establish and monitor service levels, operational KPIs and controls across Order Management, Billing, Cash Application, Collections and Master Data.
• Track performance metrics such as order turnaround time, invoice accuracy, cash application automation, aged debt and dispute resolution, and ensure quality control over customer and financial transactions.
• Simplify ways of working, reduce ambiguity around ownership and handoffs, and identify opportunities to automate or standardize manual processes.
• Partner with Finance and Technology on cash flow, receivables and future-state operating model design beyond the initial TSA exit.

About You

You're a fit for the role of Director Customer to Cash if your background includes:

• Significant leadership experience, minimum 15 years in Customer to Cash, Order to Cash, Finance Operations, Shared Services, Billing, Collections, Order Management or related operational functions, including managing managers or multi-site, geographically distributed teams.
• Proven experience leading Customer to Cash, Order to Cash or Finance Operations through a carve-out, joint venture or divestiture, including operating under a Transition Service Agreement (TSA) with a former parent company.
• Strong understanding of end-to-end customer, order, invoice, payment, collections and dispute processes in high-volume transactional environments where accuracy and turnaround times are critical.
• Experience working with enterprise systems such as SAP, Salesforce, Conga, HighRadius, BillTrust, Esker or comparable platforms.
• Strong process improvement mindset and commercial awareness, including payment terms, credit limits, customer segmentation, eCommerce operations and revenue/cash flow implications.
• Comfortable operating in a complex, matrixed, ambiguous environment, with excellent communication skills for senior leaders and frontline teams alike.
• Bachelor's degree in finance, Accounting, Business Administration or a related discipline; a professional qualification (ACCA, CIMA, CPA, CA, CMA) or MBA is a plus.
• Preferred: background in shared services or global business services (particularly India and/or Philippines delivery models); experience across multiple carve-outs, joint ventures or standalone transitions; and familiarity with subscription, eCommerce or B2B/B2C billing environments.

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What’s in it For You?

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

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