Senior Manager, P2P Support Desk

Core Responsibilities

• Service Desk Leadership
• Leads daily operations of the P2P Service Desk, ensuring inquiries are resolved accurately, quickly, and with a customer-centric mindset.
• Ensures service-level agreements (SLAs), response time targets, backlog thresholds, and customer satisfaction goals are consistently met.
• Manages ticket intake, triage, prioritization, and escalation paths.
• Develops analytics and reporting to monitor performance, identify trends, and recommend improvements.
• Policy, Guidance & User Support
• Provides expert-level guidance on purchasing, vendor management, invoice workflow, and expense-related policies.
• Ensures team members deliver consistent support aligned with documented policies and procedures.
• Identifies trends in recurring questions and partners with leadership to update FAQs, training materials, and self-service resources.
• Training & Staff Development
• Ensures team members are fully trained on systems, policies, service protocols, and issue-resolution standards.
• Provides coaching, performance feedback, and development planning.
• Creates a supportive, high-performing environment that prioritizes service excellence and continuous improvement.
• Process Improvement & Root Cause Resolution
• Maintains a focus on monitoring common support issues to identify root causes and works with cross-functional teams to reduce or eliminate repeat inquiries.
• Enhances self-service tools, knowledge articles, user documentation, and communication channels.
• Leveraging data and insights to recommend process enhancements, automation opportunities, and policy updates.
• Champions digital solutions and automation that improve the ease and efficiency of the support experience.
• Business Partnership & Communication
• Acts as the primary escalation point for complex vendor and employee support issues.
• Provides insights, trends, and recommendations to leadership to improve upstream processes and overall customer experience.
• Influences cross-functional decision-making by communicating service challenges, user pain points, and emerging themes.

Preferences

• Education & Experience
• Bachelor’s degree in Business, Accounting, Finance, Supply Chain, or related field; or equivalent experience.
• 5–7 years of experience in Accounts Payable, Procure-to-Pay, purchasing support, shared services, or related financial operations.
• 3+ years of experience supervising, leading, or managing a customer support, service desk, or financial operations team.
• Experience working with purchasing systems, invoice workflows, vendor management tools, and expense platforms.
• Strong background in support operations, ticketing systems, and customer service process management.
• Knowledge & Skills
• Ability to interpret and explain Accounts Payable and purchasing policies to employees and vendors.
• Strong analytical and problem solving skills with the ability to identify trends, root causes, and recommended improvements.
• Excellent communication skills—verbal, written, and interpersonal—with the ability to interact effectively with employees at all levels and external suppliers.
• Demonstrated ability to manage multiple priorities in a fast paced environment while maintaining high accuracy and attention to detail.
• Familiarity with ERP systems (Oracle, SAP, Workday, or similar) preferred.
• Ability to coach, motivate, and develop team members.
• Leadership & Behavioral Competencies
• Strong customer service orientation and ability to model and reinforce a service focused culture.
• Demonstrated ability to exercise independent judgment and discretion in matters of significance.
• Proven ability to build strong working relationships across departments such as Finance, Sourcing, IT, and Operations.
• Ability to manage confidential information with professionalism and integrity.
• Comfortable facilitating feedback loops, communicating trends, and leading continuous improvement activities.

Skills

• Service Desk Management
• Accounts Payable (AP)
• Procure-to-Pay