PTP Stakeholder Support Lead

We are seeking an Executive-level PTP Stakeholder Support Lead contractor to stabilize and elevate the internal-facing support function for our global Procure-to-Pay operations. This role is responsible for managing the team that responds to internal stakeholder inquiries related to invoice status, payment timing, vendor setup, and process guidance - ensuring fast, accurate, and consistent resolution across all business units during a period of significant operational change, including an ERP migration to Oracle Fusion.

• Location/TimeZone (On-site): TN-Nashville (Preferred) or NYC, onsite full time; occasional travel to key office locations required domestic and possible Budapest
• Hours: May have to adjust their hours to support Budapest as needed, 8 to 5pm or 9 to 6pm depending on their location, Flexibility may be required to account for team members in different time zones., * Candidates should have strong process knowledge, individuals who bring strong process knowledge, organizational management experience, root cause analysis capabilities, and reporting skills, and can hit the ground running with minimal ramp-up time. Working on root-cause analysis to lead this area of the project. Familiarity with Oracle Fusion AP modules required.
• The ideal candidate is a seasoned PTP operations leader who understands the full PTP lifecycle, excels at building service delivery frameworks, and can effectively manage a global team while driving continuous improvement through data, automation, and structured root cause analysis, including the use of AI to scale support and improve the stakeholder experience., Service Delivery & Inquiry Management
• Oversee the end-to-end PTP Stakeholder Support function - managing intake, triage, routing, resolution, and closure of internal stakeholder inquiries related to invoices, payments, vendor setup, and PTP policy
• Establish and enforce SLAs for inquiry response and resolution, ensuring consistent service delivery across all business units and geographies
• Develop a structured escalation framework to route complex or time-sensitive inquiries to the appropriate PTP functional teams (Invoicing, Disbursement, Supplier Onboarding)
• Serve as the primary point of escalation for unresolved or high-priority PTP inquiries from business unit stakeholders, finance leadership, and suppliers
• Partner closely with Invoicing, Disbursements, Procurement and Supplier Onboarding teams to close process gaps that are generating inbound inquiry volume

ERP Migration Support

• Serve as the PTP Stakeholder Support subject matter expert during the Oracle Fusion ERP migration - ensuring the team is trained, equipped, and ready to support stakeholder inquiries related to system changes, new processes, and go-live impacts
• Partner with Oracle Fusion Change Management team to develop and deliver transition communications and FAQs to internal stakeholders to proactively address common questions during ERP cutover and stabilization periods
• Manage the spike in inquiry volume expected during go-live and hypercare periods, including temporary resource planning and triage prioritization
• Capture and report on inquiry trends related to the ERP migration to inform stabilization priorities and process improvement efforts

Root Cause Analysis & Process Improvement

• Analyze inquiry data to identify recurring issues, systemic process gaps, and upstream root causes driving inbound volume
• Conduct structured root cause analysis and partner with Invoicing, Disbursements, Supplier Onboarding, and Technology teams to drive permanent fixes
• Develop and maintain a knowledge base of common inquiry types, resolution paths, and process guidance to improve first-contact resolution rates and reduce repeat inquiries
• Lead continuous improvement initiatives to streamline the inquiry management process, reduce resolution times, and improve the internal stakeholder experience

Reporting, Dashboards & Insights

• Define and monitor PTP Stakeholder Support KPIs including inquiry volumes by category, average resolution time, SLA adherence, escalation rates, and first-contact resolution rates
• Design and deliver executive reporting and dashboards providing visibility into inquiry trends, team performance, and recurring process pain points
• Produce regular reporting for PTP leadership that connects Stakeholder Support inquiry data to broader operational health and stabilization priorities

Team Leadership & Development

• Lead, mentor, and manage a globally distributed PTP Stakeholder Support team across Budapest, Nashville, and other locations
• Establish clear performance standards, accountability frameworks, and development paths for team members
• Design and deliver training programs to ensure the team has current, accurate knowledge of PTP processes, system changes, and ERP migration milestones
• Maintain and continuously improve SOPs, scripts, and resolution guides for common PTP inquiry types

• Bachelor’s degree in Business, Finance, Accounting, or a related field
• 10+ years of AP/PTP experience, with at least 4 years in a Director or VP-level leadership role
• Demonstrated expertise across the full AP/PTP lifecycle including invoicing, payments, and vendor management
• Familiarity with Oracle Fusion AP modules
• Experience building or leading a customer service, help desk, or inquiry management function within a finance or shared services environment
• Strong root cause analysis and problem-solving skills with the ability to translate inquiry trends into actionable process improvements
• Proven ability to manage large, globally distributed teams and deliver results in a fast-paced, change-intensive environment
• Excellent stakeholder management and executive communication skills
• Hands-on experience with support ticketing or service desk systems (e.g., ServiceNow)
• Experience leveraging AI-enabled support tooling (e.g., chatbots, automated triage and routing, or knowledge-base assist) to improve service delivery
• Should have a background in leading the AP/PTP lifecycle, this is less technical and requires an understanding for the entire life cycle, should understand the general process for how to manage challenges that occur and how to troubleshoot and collaborate with the team on troubleshooting measures., * Experience supporting an ERP migration from a service delivery or change management perspective
• Familiarity with Oracle Fusion AP modules
• Knowledge of SOX controls relevant to PTP inquiry handling and process documentation
• Media, entertainment, or large enterprise industry background
• Experience operating in a global shared services or GBS environment