PTP Stakeholder Support Lead

Avispa Technology•Nashville, TN

5d•Onsite

About The Position

A leading digital streaming network seeks a PTP Stakeholder Support Lead to lead and stabilize the internal-facing support function for global Procure-to-Pay operations during a major Oracle Fusion ERP transformation. This executive-level role will oversee stakeholder inquiry management, drive process improvements through root cause analysis and AI-enabled solutions, and ensure exceptional service delivery across a global shared services environment.

Requirements

10+ years of AP/PTP experience, including at least 4 years in a Director or VP-level leadership role.
Bachelor's degree in Business, Finance, Accounting, or a related field.
Demonstrated expertise across the full AP/PTP lifecycle, including invoicing, payments, and vendor management.
Familiarity with Oracle Fusion AP modules and experience supporting ERP transformation initiatives.
Experience leading customer service, help desk, or inquiry management functions within finance, shared services, or global business services environments.
Strong root cause analysis, problem-solving, and process improvement skills with the ability to translate inquiry trends into actionable solutions.
Experience managing large, globally distributed teams in fast-paced, change-intensive environments.
Hands-on experience with support ticketing platforms such as ServiceNow and AI-enabled support tools, including chatbots, automated triage, or knowledge-based assistance.

Nice To Haves

Knowledge of SOX controls, Oracle Fusion change management, and media, entertainment, or large enterprise environments is preferred.

Responsibilities

Lead the global PTP Stakeholder Support function by overseeing inquiry intake, triage, routing, escalation, and resolution processes related to invoices, payments, vendor setup, and PTP policies while establishing SLAs, service standards, and accountability frameworks across all business units and geographies.
Serve as the senior escalation point for complex stakeholder inquiries, partnering closely with Invoicing, Disbursements, Procurement, Supplier Onboarding, and Finance teams to resolve issues, close process gaps, and improve the overall stakeholder experience.
Act as the PTP Stakeholder Support subject matter expert during Oracle Fusion implementation by supporting change management activities, developing stakeholder communications and training materials, managing hypercare inquiry volumes, and providing insights to support ERP stabilization efforts.
Drive root cause analysis and continuous improvement initiatives by analyzing inquiry trends, identifying systemic process issues, developing knowledge management resources, implementing permanent solutions, and leveraging AI-enabled support tools to improve service delivery and first-contact resolution rates.
Establish and monitor support KPIs, dashboards, and executive reporting related to inquiry volumes, SLA performance, escalation trends, resolution times, and operational health to provide leadership with actionable insights and inform stabilization priorities.
Lead, mentor, and develop globally distributed stakeholder support teams by creating training programs, maintaining SOPs and resolution guides, fostering accountability, and ensuring teams remain current on PTP processes, system changes, and Oracle Fusion milestones.