Senior Manager, Procurement Help Desk

OpenAI • San Francisco, CA

6d • Hybrid

About The Position

We’re looking for a Senior Manager, Procurement HelpDesk to lead the intake and resolution engine for the Procurement function. You’ll own the full lifecycle of request management—from triage logic and intake routing to SLA adherence, stakeholder escalations, and system optimization.
This is a high-impact, execution-focused role that combines operational rigor with program design. You’ll manage centralized intake workflows, resolve or route inbound issues, enforce response SLAs, and maintain intake-to-resolution metrics. You’ll also partner cross-functionally (Legal, Tax, StratFin, Accounting, Security) to ensure escalations are handled quickly and compliantly—and collaborate with engineering to prepare systems for AI-driven support.

Requirements

• Have 8+ years of experience in procurement operations and intake/triage management in a fast-scaling environment.
• Have led HelpDesk or centralized intake programs in a complex, cross-functional setting.
• Understand the procurement lifecycle across S2C, P2P, EWF, and T&E, and can identify risk triggers or compliance thresholds.
• Bring strong prioritization and problem-solving skills, especially in high-volume or high-pressure situations.
• Have experience with tools like Zip, Jira, Oracle, Navan, or similar intake/approval systems.
• Are data-driven and comfortable building dashboards or narratives to track SLAs, cycle times, and resolution trends.
• Have worked with AI or automation tools, and are excited to prepare intake systems for AI-driven triage.
• Communicate effectively with internal stakeholders, executives, suppliers, and technical teams.

Responsibilities

• Own end-to-end issue resolution across Procurement, spanning S2C, P2P, EWF, and T&E domains.
• Manage and optimize the centralized intake system—ensuring clean data capture, clear routing logic, and minimal handoffs.
• Review requests for completeness and urgency; directly resolve low-risk issues and escalate high-risk or complex matters to the appropriate partner.
• Enforce and improve SLAs and cycle time metrics, with regular reporting to stakeholders and leadership.
• Partner with internal stakeholders and suppliers to proactively identify pain points and close feedback loops.
• Continuously refine backend triage rules, intake forms, and system logic to improve speed and compliance.
• Coordinate closely with Procurement team members and XFN partners (e.g., Legal, StratFin, Tax, Accounting, Security).
• Prepare intake systems for AI-driven support by identifying automation-ready workflows and data structure gaps.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed