Senior Manager, Provisioning

Okta•San Francisco, CA

3d•Remote

About The Position

Okta is securing AI by building trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. We are seeking an experienced, strategic, and operational leader to join our Order-to-Cash (O2C) organization as the Senior Manager, Provisioning. In this role, you will define the operational vision, long-term roadmap, and fulfillment standards for our global provisioning function. You will lead a global team responsible for the timely, accurate execution of SaaS tenant activations, contract adjustments, and license fulfillments across all enterprise product lines. You will serve as the primary operational escalation point for executive leadership, technical support, and customers regarding fulfillment and order activation and deactivation while partnering closely with Sales, Deal Desk, Legal, and Business Technology.

Requirements

8+ years of progressive experience in Provisioning, Support, Deal Operations, Sales Operations, or Order-to-Cash within an enterprise SaaS environment with a minimum of 4 in provisioning.
4+ years of direct people-management experience leading and developing global or multi-site operational teams.
In-depth understanding of the Quote-to-Cash (Q2C) lifecycle, SaaS subscription mechanics, and order-to-provisioning workflows.
Hands-on experience with enterprise tools including Salesforce CPQ, NetSuite, and workflow/ticketing platforms (e.g., Jira, ServiceNow, or SFDC cases).
Practical knowledge of SOX compliance, order verification controls, and audit processes.
Strong communication and problem-solving skills with demonstrated experience managing high-visibility escalations with customers and senior leaders.
Bachelor’s degree in Business Administration, Information Systems, Finance, or equivalent practical experience in addition to 8 above.

Responsibilities

Establish and execute the operational roadmap, capacity models, and service-level agreements (SLAs) for global provisioning in alignment with Order-to-Cash (O2C) objectives.
Maintain rigorous queue governance, standard operating procedures (SOPs), and quality controls to drive high accuracy and throughput across all fulfillment queues.
Partner with Business Technology and Engineering teams to prioritize automation initiatives, API integrations, and system enhancements that reduce manual touchpoints.
Serve as the senior escalation point for urgent fulfillment requests, deprovisioning escalations, complex contract structures, technical support blockers, and direct enterprise customer inquiries.
Partner with Sales, Deal Desk, Legal, and Billing to streamline order handoffs, validate non-standard contractual terms, and resolve operational blockers prior to fulfillment.
Provide regular operational readouts, KPI scorecards, and performance trends to senior leadership.
Create and oversee regular reconciliation between CRM/ERP systems (Salesforce, NetSuite) and production fulfillment environments to ensure contract and tenant alignment.
Enforce strict adherence to internal controls, SOX requirements, and SOC compliance frameworks for all provisioning operations.
Support operational requirements for public sector and regulated environments (e.g., FedRAMP fulfillment protocols).
Lead, coach, and scale a high-performing, globally distributed operational team, cultivating a culture of accountability, precision, and operational ownership.
Build structured onboarding programs, competency frameworks, and clear career development paths to develop and retain talent.
Optimize global shift models and resource allocation to ensure resilient, continuous fulfillment coverage.