Program Manager - Large Account Onboarding & Billing Operations

Job DescriptionRole Summary \ NThe Program Manager will be the operational glue between Chai Point's Supply Chain (SCM), Finance/Billing, Collections, and Account Management teams and, where needed, the customer's own procurement/finance stakeholders for every new large account and every material site-addition cycle. The mandate is simple to state and hard to execute: no site should sit un-invoiced or unpaid because of a coordination gap. \ NThis is an execution and process-ownership role, not a strategy role. Success is measured in cycle-time reduction, POD-to-invoice turnaround, and collections DSO for new accounts not in decks produced. \ NKey Responsibilities \n1. End-to-End Onboarding Coordination (Large Accounts) \ N \n Own the onboarding playbook for every new large account (defined as accounts with multi-site, phased rollout commitments) from contract signing through first invoice realization.\ N Build and maintain a live tracker (sites committed sites installed POD received invoice raised payment collected) per account, visible to SCM, Finance, and Account Management.\ N Proactively flag and resolve bottlenecks before they cascade e.G., installation completed but POD pending, POD received but invoice format mismatch, invoice raised but customer PO reference missing.\ N\n2. SCMFinance Coordination \ N \n Work with SCM to ensure installation schedules are matched with POD collection SLAs (i.E., POD capture is built into the installation workflow, not chased after the fact).\ N Work with Finance/Billing to align invoicing cycles with POD availability and customer-specific invoicing calendars (many large customers run monthly cut-offs, three-way match requirements, or portal-based invoice submission e.G., Ariba/Coupa-type systems).\ N Maintain a standard document checklist per customer (PO format, GRN/POD format, invoice format, TDS/GST documentation requirements) so onboarding doesn't restart from scratch for every account.\ N\n3. Account ManagerInterface \ N \n Act as the singlepoint of contact for Chai Point Account Managers on all billing/documentation questions relating to their accounts so AMs are not individually chasing SCM and Finance for every site.\ N Brief Account Managers ahead of large rollouts on documentation and invoicing requirements so they can set correct expectations with customers upfront.\ N\n4. Collections Support \ N \n Partner with the Collections team to ensure the right supporting documentation (POD, GRN, signed delivery challans, invoice copies) is available and audit-ready for every outstanding invoice.\ N Investigate and help resolve documentation-related payment holds (e.G., customer disputes an invoice citing missing POD or mismatched PO) in coordination with SCM and the customer's AP team.\ N Provide a monthly view to COO-EW on invoices held up specifically due to documentation/process gaps (as distinct from commercial disputes).\ N\n5. Customer-FacingProcess Alignment \ N \n At the start of operations with every new large account, conduct a structured billing & invoicing kickoff call/session with the customer's procurement/AP stakeholders to align on: PO issuance process, delivery/installation confirmation method, POD format and turnaround expectations, invoice submission process (portal vs. email vs. physical), and payment cycle.\ N Periodically (quarterly, or as accounts scale) re-engage large customers' finance/procurement teams to review process adherence and pre-empt issues as site counts grow.\ N Serve as the escalationpoint when a customer's process changes (e.G., new AP system, new documentation mandate) and needs to be reflected internally.\ N\n6. Process Building & Continuous Improvement \ N \n Design and continuously refine a standardized, scalable onboarding SOP that can be applied uniformly as new large accounts are added, rather than re-inventing coordination each time.\ N Identify recurring failure points (e.G., specific document types customers consistently reject, SCM handoff gaps) and drive fixes with the relevant functional owners.\ N Support system/tooling improvements (e.G., structured POD tracking, invoice status dashboards) in partnership with the CTO/Fountain team where relevant.\ N\n7. Reporting & Governance \ N \n Reports directly to the COO, EW Business.\ N Provides a monthly onboarding & billing health dashboard to COO-EW covering: sites installed vs. POD received vs. invoiced vs. collected, ageing of documentation gaps, and account-wise turnaround times.\ N Works cross-functionally with SCM, Finance/Billing, Collections, and Account Management this role does not hav .