Order Management & Billing - Lead

About the Team

OpenAI Finance ensures the organization is positioned for long-term success as we pursue our mission.

The Order to Cash (OTC) team oversees the complete flow of commercial transactions from order intake and provisioning through billing, collections, and cash application — ensuring accuracy, compliance, and operational excellence in support of OpenAI’s mission to ensure artificial general intelligence benefits all of humanity.

About the Role

We 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.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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