About this role
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. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.
This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
We are seeking an experienced, strategic, and operational leader to join our Order-to-Cash (O2C) organization as the Senior Manager, Provisioning .
In this role, you will define the operational vision, long-term roadmap, and fulfillment standards for our global provisioning function. You will lead a global team responsible for the timely, accurate execution of 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 and deactivation while partnering closely with Sales, Deal Desk, Legal, and Business Technology.
Key Responsibilities
1. Strategic & Operational Leadership
• 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.
2. Escalations & Stakeholder Management
• 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.
3. Compliance, Audit & Quality Governance
• Reconciliation & Integrity: Create and oversee regular reconciliation between CRM/ERP systems (Salesforce, NetSuite) and production fulfillment environments to ensure contract and tenant alignment.
• Audit & SOX Readiness: Enforce strict adherence to internal controls, SOX requirements, and SOC compliance frameworks for all provisioning operations.
• Specialized Compliance Standards: Support operati