Procurement HelpDesk Lead - Intake & SLAs

SupportFinity™; San Francisco (CA); Hybrid; USD 185,000 - 205,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI is seeking a Senior Manager, Procurement HelpDesk in San Francisco to own the full lifecycle of intake management, from triage to SLA adherence and escalation. You will drive centralized intake workflows, partner with Legal, Tax, and Security, and coordinate with engineering to prepare for AI-driven support.

You will lead a high-volume intake function, optimize routing, and ensure timely, compliant resolutions while continuously improving processes and data quality across S2C, P2P, EWF,

Qualifications

• Experience leading centralized intake or HelpDesk functions.
• Strong operational judgment under pressure.
• Deep understanding of the procurement lifecycle (S2C, P2P, T&E, EWF).
• Metrics-driven with SLA and cycle-time focus.
• Process design and workflow optimization.
• Cross-functional influence with Legal, Accounting, Tax, Security.

Responsibilities

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

Skills

Centralized intake

SLAs & routing

Cross-functional collaboration

Operational judgement

Procurement lifecycle

Data-driven

Workflow design

AI/automation

Systems fluency

Stakeholder management

Tools

Zip

Jira

Oracle

Navan

Job description

OpenAI is seeking a Senior Manager, Procurement HelpDesk in San Francisco to own the full lifecycle of intake management, from triage to SLA adherence and escalation. You will drive centralized intake workflows, partner with Legal, Tax, and Security, and coordinate with engineering to prepare for AI-driven support.

You will lead a high-volume intake function, optimize routing, and ensure timely, compliant resolutions while continuously improving processes and data quality across S2C, P2P, EWF,