Credit and Collections Lead

Responsibilities

• Set the strategic direction for OpenAI’s credit and collections function, including portfolio management, aging reviews, cash forecasting, collections prioritization, and customer-risk monitoring.
• Own and continuously improve the credit-risk framework for new and existing customers, including credit reviews, risk assessments, credit limits, payment terms, exception management, and escalation criteria.
• Drive collections performance across OpenAI’s global receivables portfolio, with a focus on improving cash collections, reducing aging, optimizing DSO, and minimizing bad-debt exposure.
• Lead resolution of complex and high-value customer escalations, including overdue balances, billing disputes, payment delays, payment plans, service-suspension decisions, and other material receivables matters.
• Define and execute the AI and automation roadmap for credit and collections, including intelligent account prioritization, risk detection, customer-outreach support, dispute routing, reporting, and exception management.
• Partner with Finance Systems, Product, Engineering, and internal tooling teams to design and operationalize workflows that improve efficiency, accuracy, and decision quality.
• Partner closely with Onboarding, Sales, Deal Desk, Legal, Accounting, Billing Operations, and Cash Application teams to coordinate customer onboarding, resolve issues, support risk-informed commercial decisions, and oversee AR case queue administration tasks including queue hygiene, triage, assignment, SLA monitoring, and escalation routing.
• Develop and refine credit and collections policies, playbooks, approval frameworks, escalation paths, SOPs, and internal controls, with automation embedded by design.
• Support reserve and write-off recommendations, month-end close, audit requests, and control testing to ensure receivables processes are accurate, well documented, and audit-ready.
• Develop reporting and operating routines that provide visibility into AR aging, DSO, cash collections, credit-risk exposure, disputes, unapplied cash, reserves, write-offs, and automation coverage while driving accountability across internal teams and external partners.

Requirements

• 10+ years of experience in credit, collections, accounts receivable, or broader Order to Cash operations, with a track record of improving performance in a complex, high-growth environment.
• Strong understanding of commercial credit risk, collections strategy, AR aging, DSO management, reserves, write-offs, dispute resolution, and cash application processes.
• Experience developing or refining credit policies, payment-term guidelines, escalation frameworks, and approval processes for new and existing customers.
• Demonstrated ability to manage complex and high-value customer escalations while balancing financial risk, commercial priorities, and customer experience.
• Experience supporting enterprise customers and multiple revenue models, including subscription, usage-based, or hybrid billing arrangements.
• A track record of using data, automation, and AI-enabled workflows to improve prioritization, efficiency, coverage, or decision quality across credit and collections processes.
• Experience partnering cross-functionally with Sales, Deal Desk, Customer Success, Legal, Accounting, Billing Operations, Finance Systems, and technical teams.
• Strong analytical, communication, and leadership skills, with the ability to influence senior stakeholders, guide internal and external teams, and translate AR trends into clear recommendations and actions.