Senior Manager, Procurement Help Desk

OpenAISan Francisco

On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

What We Are Looking For:A systems-oriented operator adept at managing a high-volume intake engine with precision, clarity, and speed while continuously optimizing request flow across the organization. You should possess:Proven experience in leading centralized intake or Help Desk functions: You have managed triage logic, routing rules, SLAs, queue health, and escalation frameworks in a complex, cross-functional environment, and understand how to build a scalable front door. Strong operational judgment under pressure: You can swiftly differentiate between low-risk issues and compliance-sensitive matters, routing them appropriately. You remain calm in high-volume scenarios and make decisive choices when urgency arises. In-depth knowledge of the procurement lifecycle: You understand the connections among S2C, P2P, T&E, and employee workflows, and are aware of where risk triggers, approval thresholds, and compliance breakpoints typically occur. Metrics-driven program management: You monitor intake-to-resolution cycle times, SLA adherence, backlog trends, and escalation volumes, leveraging data to enhance throughput and reduce bottlenecks.

About the job

About Our Team

The Procurement organization plays a crucial role in fulfilling our mission by ensuring that every dollar is spent in a responsible, compliant, and efficient manner. The Procurement Help Desk serves as the vital link connecting thousands of incoming requests to the appropriate processes, stakeholders, or systems, thereby providing a swift, consistent, and compliant experience across Source-to-Contract (S2C), Procure-to-Pay (P2P), Employee Workflows (EWF), and Travel & Expense (T&E). This team is essential for OpenAI’s scalability without sacrificing compliance or service quality.

About the Position

We are seeking a Senior Manager, Procurement Help Desk to spearhead the intake and resolution processes for our Procurement function. You will oversee the entire request management lifecycle, from triage logic and intake routing to SLA compliance, stakeholder escalations, and system optimization.

This is a high-impact, execution-oriented role that merges operational rigor with program design. You will manage centralized intake workflows, address or redirect inbound issues, enforce service level agreements (SLAs), and maintain metrics from intake to resolution. You will collaborate cross-functionally with teams such as Legal, Tax, StratFin, Accounting, and Security to ensure that escalations are processed swiftly and compliantly, and partner with engineering to prepare systems for AI-driven support.

About OpenAI

At OpenAI, we are dedicated to ensuring that every financial transaction aligns with our mission of responsible and compliant spending. Our Procurement team is a cornerstone of this commitment, ensuring that our operational processes are not only effective but also conducive to our growth and innovation objectives.

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