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Salary: USD 174,000 - 240,000 / annual
Okta is seeking an experienced Senior Manager, Provisioning to lead the Order-to-Cash (O2C) provisioning function globally. You will define the operational vision, long-term roadmap, and fulfillment standards for SaaS tenant activations, contract adjustments, and license fulfillments across all enterprise product lines. You will serve as the primary operational escalation point for executive leadership, technical support, and customers regarding fulfillment and order activation/deactivation.
Key responsibilities include:
**Strategic & Operational Leadership:** Establish and execute the operational roadmap, capacity models, and service-level agreements (SLAs) for global provisioning aligned with O2C objectives. Maintain rigorous queue governance, standard operating procedures (SOPs), and quality controls to drive high accuracy and throughput. Partner with Business Technology and Engineering teams to prioritize automation initiatives, API integrations, and system enhancements that reduce manual touchpoints.
**Escalations & Stakeholder Management:** Serve as the senior escalation point for urgent fulfillment requests, deprovisioning escalations, complex contract structures, technical support blockers, and direct enterprise customer inquiries. Partner with Sales, Deal Desk, Legal, and Billing to streamline order handoffs, validate non-standard contractual terms, and resolve operational blockers. Provide regular operational readouts, KPI scorecards, and performance trends to senior leadership.
**Compliance, Audit & Quality Governance:** Create and oversee regular reconciliation between CRM/ERP systems (Salesforce, NetSuite) and production fulfillment environments to ensure contract and tenant alignment. Enforce strict adherence to internal controls, SOX requirements, and SOC compliance frameworks. Support operational requirements for public sector and regulated environments (e.g., FedRAMP fulfillment protocols).
**Team Building & Talent Development:** Lead, coach, and scale a high-performing, globally distributed operational team, cultivating a culture of accountability, precision, and operational ownership. Build structured onboarding programs, competency frameworks, and clear career development paths. Optimize global shift models and resource allocation to ensure resilient, continuous fulfillment coverage.
**Requirements:**
- 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 years in provisioning
- 4+ years of direct people-management experience leading and developing global or multi-site operational teams
- In-depth understanding of the Quote-to-Cash (Q2C) lifecycle, SaaS subscription mechanics, and order-to-provisioning workflows
- Hands-on experience with enterprise tools including Salesforce CPQ, NetSuite, and workflow/ticketing platforms (e.g., Jira, ServiceNow, or SFDC cases)
- Practical knowledge of SOX compliance, order verification controls, and audit processes
- Strong communication and problem-solving skills with demonstrated experience managing high-visibility escalations with customers and senior leaders
- Bachelor's degree in Business Administration, Information Systems, Finance, or equivalent practical experience
