About the RoleWe are looking for a strategic and hands-on Order Management and Billing leader to own and scale the operating model, systems, and controls supporting OpenAI's growing business. This role will lead day-to-day execution across the order-to-invoice lifecycle while translating new products, pricing models, and operational requirements into scalable, accurate, and audit-ready capabilities.
You will serve as a senior OTC subject-matter expert, influencing decisions across Revenue Systems, Revenue Accounting, Product, Engineering, GTM, Legal, and Deal Desk. You will establish direction where no playbook exists and drive initiatives from problem definition through implementation, adoption, and measurable business outcomes.
This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
In this role, you will:- Own the day-to-day execution of Order Management and Billing Operations, ensuring orders are processed accurately, provisioning and billing requirements are complete, invoices are delivered on time, and operational issues are resolved promptly.
- Lead the daily operating cadence with BPO and external delivery teams, including workload prioritization, queue management, service-level performance, issue resolution, and clear escalation paths.
- Build and own the BPO enablement program, including SOPs, playbooks, training, office hours, knowledge assessments, and feedback loops that proactively identify and close process or understanding gaps.
- Establish clear ownership, governance, service levels, quality reviews, and performance expectations across Order Management and Billing workflows, ensuring consistent execution across internal and external teams.
- Identify and implement process, system, AI, and automation improvements that increase touchless processing, reduce rework and manual intervention, and prevent billing or customer-impacting issues.
- Partner closely with Revenue Systems, Revenue Accounting, Product, Engineering, GTM, Legal, and Deal Desk to resolve operational issues and ensure order, provisioning, usage, billing, and ERP processes remain aligned.
- Own operational controls and segregation of duties across Order Management and Billing, including approvals, reconciliations, exception management, documentation, and accountability.
- Own billing and usage completeness across the month-end close, ensuring orders, pricing, credits, usage, and invoices are accurately captured, reconciled, and reflected before flowing into revenue recognition.
- Define and monitor operational performance across billing accuracy, cycle time, backlog, service levels, touchless processing, exception rates, close readiness, escalations, and BPO quality; use the results to drive accountability and continuous improvement.
- Own the quarterly operating roadmap and capacity plan for Order Management and Billing, balancing day-to-day execution, month-end close, launches, operational risk, and process improvements.
- Proactively identify systemic risks and recurring failure patterns across the order-to-invoice lifecycle, using data and root-cause analysis to drive durable corrective actions.
- Lead regular operational reviews with BPO and cross-functional stakeholders, clearly communicating performance, risks, decisions, and required actions while driving accountability to closure.
- Provide subject-matter leadership and coaching to internal and BPO teams, strengthening judgment, increasing independent execution, and reducing unnecessary escalations.
- Act as the senior escalation point for Order Management and Billing issues, applying sound judgment to assess financial and customer impact, coordinate resolution, identify root causes, and ensure durable corrective actions are implemented.
You might thrive in this role if you have:- 10+ years of progressive experience across Order-to-Cash, Order Management, and Billing Operations within a SaaS, enterprise software, or high-growth technology environment.
- 5+ years of experience leading operational delivery across Global Shared Services or internal teams, with a proven ability to strengthen governance, enablement, performance accountability, and scalable Order-to-Cash execution.
- Expert understanding of enterprise SaaS Order-to-Cash processes across subscription, usage-based, hybrid, and other complex monetization models.
- Hands-on experience with CPQ, ERP, billing, and payment platforms such as Salesforce, Oracle Fusion, NetSuite, Stripe, Metronome, or comparable systems.
- Demonstrated ability to influence senior stakeholders, communicate complex issues clearly, and drive decisions without direct authority.
- Proven experience owning core Order Management and Billing processes, including order review, provisioning readiness, usage validation, invoicing, credits and rebills, reconciliations, and exception management.
- Working knowledge of ASC 606 and strong experience with month-end close, billing and usage reconciliations, SOX controls, and audit-ready operational processes.
- Proven track record leading large-scale, cross-functional OTC initiatives from strategy and business-case development through implementation, adoption, and measurable results.
- Strong data fluency and the ability to use operational metrics and analysis to identify root causes, evaluate tradeoffs, and guide investment decisions; SQL or equivalent data-analysis experience is a plus.
- Demonstrated ability to establish direction in ambiguous environments, independently solve complex problems, and balance customer experience, financial accuracy, controls, and speed at scale.
