The opportunity
Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era.
What you'll do
Define Function Strategy: Establish and execute the operational roadmap, capacity models, and service-level agreements (SLAs) for global provisioning in alignment with Order-to-Cash (O2C) objectives.
Operational Excellence: Maintain rigorous queue governance, standard operating procedures (SOPs), and quality controls to drive high accuracy and throughput across all fulfillment queues.
Systems & Process Automation: Partner with Business Technology and Engineering teams to prioritize automation initiatives, API integrations, and system enhancements that reduce manual touchpoints.
Leadership & Customer Escalations: Serve as the senior escalation point for urgent fulfillment requests, deprovisioning escalations, complex contract structures, technical support blockers, and direct enterprise customer inquiries.
Cross-Functional Collaboration: Partner with Sales, Deal Desk, Legal, and Billing to streamline order handoffs, validate non-standard contractual terms, and resolve operational blockers prior to fulfillment.
Executive Reporting: Provide regular operational readouts, KPI scorecards, and performance trends to senior leadership.
What they're looking for
- Experience: 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.
- People Management: 4+ years of direct people-management experience leading and developing global or multi-site operational teams.
- Domain Knowledge: In-depth understanding of the Quote-to-Cash (Q2C) lifecycle, SaaS subscription mechanics, and order-to-provisioning workflows.
- Systems Proficiency: Hands-on experience with enterprise tools including Salesforce CPQ, NetSuite, and workflow/ticketing platforms (e.g., Jira, ServiceNow, or SFDC cases).
- Compliance & Controls: Practical knowledge of SOX compliance, order verification controls, and audit processes.
- Executive Presence: Strong communication and problem-solving skills with demonstrated experience managing high-visibility escalations with customers and senior leaders.
- Education: Bachelor’s degree in Business Administration, Information Systems,: Finance, or equivalent practical experience in addition to 8 above.
- Supporting Your Well-Being
