Order Management & Billing

Responsibilities

• Own end-to-end operational readiness for new monetization launches, including testing, reconciliation, invoicing integrity, go-live execution, and post-launch hypercare.
• Serve as the dedicated operational owner for OpenAI's most strategic commercial accounts, providing white-glove support to ensure complex contractual terms, usage, pricing, billing, credits, and invoicing are executed accurately throughout the customer lifecycle.
• Validate and reconcile customer usage, commercial commitments, pricing, and billing data for strategic accounts to ensure invoice accuracy, support compliant revenue recognition, enable timely month-end close, and minimize customer escalations.
• Scale work through BPO and offshore teams, including workflow design, SOP development, training enablement, and quality controls to ensure consistent and accurate execution across Order Management and Billing Operations.
• Embed AI and automation directly into Order Management and Billing workflows to reduce rework, eliminate manual intervention, and proactively identify discrepancies before they become billing or revenue-impacting issues.
• Partner cross-functionally with Revenue Systems, Revenue Accounting, Product, Engineering, GTM, Legal, and Deal Desk to ensure quoting, configuration, provisioning, usage, billing, and ERP remain aligned as new products, pricing models, and strategic commercial structures launch.
• Build and enforce controls and segregation of duties, ensuring documentation, approvals, reconciliations, and exception handling are clear, repeatable, and audit-ready.
• Ensure data completeness and accuracy during month-end close by validating that order, contractual commitments, pricing, billing, credits, and usage information are fully captured, reconciled, and accurately reflected before flowing into revenue recognition.
• Establish KPIs and performance dashboards that measure billing accuracy, cycle times, automation rates, customer escalations, and overall operational throughput to guide decision-making and prioritization.
• Develop and maintain operational documentation (SOPs, playbooks, runbooks, training pathways) to support consistent execution and team scalability.

Requirements

• 7+ years of experience across Order-to-Cash, Order Management, and Billing Operations within a SaaS, enterprise software, or high-growth technology environment.
• In-depth knowledge of SaaS billing models, including subscription, usage-based, and hybrid structures.
• Hands-on experience with CPQ, ERP, and billing platforms (e.g., Salesforce, Oracle Fusion, NetSuite, Stripe, Metronome).
• Exceptional communication skills, capable of cross-functional collaboration and efficient resolution of customer issues.
• High detail orientation and a data-driven mindset, skilled in analyzing complex billing scenarios and driving continuous process enhancements.
• A strong understanding of month-end close, reconciliations, and SOX compliance frameworks.
• Demonstrated success driving automation initiatives and system implementations across the OTC cycle.
• Strong problem-solving abilities with a proactive approach.
• Experience thriving in dynamic environments and demonstrating the ability to navigate ambiguity, solve complex problems, and manage timelines effectively in a fast-paced, ever-evolving setting.

Nice-to-Haves

• Experience embedding AI and automation into Order Management and Billing workflows.