Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya's best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners ), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve. Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to and for more information on Kaseya's culture, please click here: Kaseya Culture. Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers. Job Title: Manager, Revenue Operations – Order Governance Location: Miami / Florida or Toronto, Canada About the Role: This is an exciting opportunity to join a rapidly growing company, Kaseya, and play a key role in the global support & analysis organization within the Revenue Operations team. As a Manager within this team, you will oversee the Order Governance team, managing high-visibility issues from initial triage through to root cause analysis and resolution. This position is critical to the company's success, directly impacting customer satisfaction and the smooth delivery of services. You will collaborate with cross-functional teams including Billing Operations, Sales Operations, GTM, Product, and IT to resolve complex QTC Billing challenges. Key Responsibilities: - Manage and Lead QTC Billing Processes: Oversee the end-to-end triage, troubleshooting, and resolution of all QTC Billing issues, ensuring efficient identification of root causes and development of effective solutions. - Establish and Enforce Best Practices: Lead the development and implementation of best practices, policies, and procedures in incident management, problem management, change management, and service level management for QTC Billing processes. - Continuous Improvement & Innovation: Foster a culture of customer service, collaboration, and innovation, driving continuous process improvements and scalable support models. Establish measurable KPIs and metrics to track performance and success. - Cross-Functional Collaboration: Work closely with teams across global regions (AMER, EMEA, APAC), as well as with Product and Engineering teams, to deliver high-quality solutions and long-term fixes for QTC Billing challenges. - Customer Focus & Communication: Be the point of contact for escalated issues, managing communication across all levels of the organization, including executives, to ensure clear and timely updates on problem resolution. - Global Process and Data Standardization: Establish and communicate global standards for QTC processes and data, ensuring scalable and consistent operations across regions. - Vendor & Partner Collaboration: Partner with third-party vendors to enhance process and solution effectiveness. - Leadership and Support: Build and lead a high-performing team, providing mentorship, guidance, and ensuring that the team meets service level agreements (SLAs) and KPIs. Desired Qualifications: - Experience: At least 3-5 years of experience in business analysis with hands-on expertise in systems and business processes, specifically related to Quote to Cash, Billing, and Financial Operations. - Education: Bachelor's degree in Business Management, Information Systems, or a related field, or equivalent work experience. - Technical Skills: Strong knowledge of Salesforce CRM/CPQ, Oracle ERP/NetSuite, Snowflake, Mulesoft, PowerBI, and other data management tools. Familiarity with Order to Cash (O2C) processes is a plus. - Leadership & Communication Skills: Proven ability to lead cross-functional teams, with exceptional communication, interpersonal, and leadership skills. Ability to influence, motivate, and inspire others while managing multiple priorities. - Problem-Solving & Analytical Thinking: Strong analytical, problem-solving, and decision-making skills, with the ability to navigate ambiguity and find actionable solutions. - Customer-Oriented Mindset: Highly customer-focused, with a passion for delivering exceptional service and measurable value. - Adaptability: Comfortable working in a fast-paced, dynamic environment with the ability to quickly adapt to changing priorities. Join the Kaseya growth rocket ship and see how we are #ChangingLives Additional information Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.