Operations Executive – Accounts & Renewals

Job SummaryWe are looking for a detail-oriented and proactive Operations Executive – Accounts & Renewals to manage domain renewal operations, billing-related coordination, credit adjustments, refunds, and operational reporting. The role involves working closely with the Accounts, Renewal, Key Account Management (KAM), Collections, and Technical teams to ensure accurate financial coordination, timely resolution of customer issues, and smooth execution of renewal-related activities.

• The ideal candidate should possess strong coordination, follow-up, documentation, and analytical skills, with the ability to manage multiple operational tasks efficiently.
• Key Responsibilities1. Domain Renewal & Billing OperationsMonitor and process Google domain renewal offers accurately and within defined timelines.
• Coordinate domain renewal activities, activations, suspensions, and billing-setting updates.
• Support quarterly domain renewal setting changes, including transitions to flexible billing where applicable.
• Resolve operational issues related to small-domain renewals and billing discrepancies.
• Coordinate with the Renewal Team to understand processes, maintain accuracy, and ensure timely execution.
• Track and maintain updated records of domain renewals, billing status, and related transactions.
• 2. Accounts & Financial CoordinationCoordinate with the Accounts and Invoicing teams for billing discrepancies, credit adjustments, and refund requests.
• Raise and follow up on Google support tickets related to billing corrections, credits, and refunds.
• Monitor the status of pending refunds and credit adjustments and escalate delays to the reporting manager.
• Verify relevant billing information and maintain accurate supporting documentation for financial adjustments.
• Follow up on negative-margin domain cases and coordinate with the concerned stakeholders for CRO approval.
• Maintain proper records of financial adjustments, approvals, and outstanding cases.
• 3. Cross-Functional CoordinationWork closely with the Renewal Team, Key Account Managers (KAMs), Collections Team, Accounts Team, and Technical Team.
• Coordinate customer user migrations and provide operational support through Google support calls and AnyDesk sessions, as required.
• Ensure timely communication and follow-up to resolve operational bottlenecks.
• Participate in weekly operations meetings and audit reviews related to renewal data.
• Coordinate with internal stakeholders to support customer retention and minimize renewal-related issues.
• 4. Issue Resolution & Escalation ManagementCreate and track Google support tickets for renewal-related issues until final resolution.
• Follow up regularly with Google support and internal teams to ensure timely closure of open cases.
• Maintain a centralized tracker of ongoing issues, pending approvals, refunds, credits, and escalations.
• Identify recurring operational issues and highlight them to the reporting manager.
• Ensure proper documentation of case history, actions taken, and final resolution.
• 5. Reporting & Daily Operations GovernancePrepare and share daily status updates with the CRO regarding Big Domains and their operational status.
• Highlight negative-margin domains, pending approvals, and cases requiring management intervention.
• Conduct daily internal team reviews to track progress and clarify pending operational matters.
• Maintain accurate daily work reports and updated trackers.
• Support periodic audits by ensuring renewal data, billing records, and case documentation are complete and up to date.
• Key Result Areas (KRAs) & Performance IndicatorsRenewal Management: Timely and accurate processing of renewal offers, domain activations, suspensions, and billing-setting changes.
• Accounts Coordination: Accurate follow-up on billing discrepancies, refunds, credit adjustments, and related documentation.
• Issue Resolution: Timely creation, escalation, and closure of support tickets.
• Cross-Functional Collaboration: Effective coordination with Accounts, Renewals, KAMs, Collections, and Technical teams.
• Margin & Approval Tracking: Timely identification and escalation of negative-margin domains and pending CRO approvals.
• Reporting & Compliance: Accurate daily reports, updated case trackers, and participation in weekly audits.