PTP Stakeholder Support Lead

PTP Stakeholder Support Lead
Nashville, TN
Pay: $78.00 – $84.00 per hour
26-05964

Job Summary

The PTP Stakeholder Support Lead is responsible for leading and enhancing the Procure-to-Pay (PTP) stakeholder support function within a global organization. This role oversees inquiry management related to invoices, payments, vendor setup, and process guidance while ensuring timely and accurate resolution of stakeholder concerns. The position will play a critical role in supporting ongoing ERP transformation initiatives, driving process improvements, implementing service delivery best practices, and leading a globally distributed support team.

Job Responsibilities

• Lead the end-to-end stakeholder support function for Procure-to-Pay operations, including intake, triage, routing, resolution, and closure of inquiries.
• Establish and maintain service level agreements (SLAs) for inquiry response and resolution.
• Develop and manage escalation processes for complex or high-priority stakeholder issues.
• Serve as the primary escalation point for unresolved inquiries related to invoices, payments, vendor setup, and PTP policies.
• Collaborate with Accounts Payable, Procurement, Supplier Management, and other cross-functional teams to resolve process gaps and operational issues.
• Support ERP transformation initiatives by serving as a subject matter expert for stakeholder support processes.
• Develop communications, training materials, and FAQs related to system changes and process updates.
• Manage increased inquiry volumes during ERP implementation, stabilization, and post-go-live support periods.
• Analyze inquiry trends and identify recurring issues, process inefficiencies, and root causes.
• Lead continuous improvement initiatives focused on enhancing stakeholder experience, reducing resolution times, and increasing operational efficiency.
• Develop and maintain knowledge base content, standard operating procedures, scripts, and process documentation.
• Define, monitor, and report on key performance indicators, including inquiry volumes, resolution times, SLA compliance, escalation rates, and first-contact resolution metrics.
• Create executive dashboards and reports that provide visibility into operational performance and stakeholder support trends.
• Lead, mentor, and develop a globally distributed support team.
• Establish performance standards, accountability measures, and employee development plans.
• Coordinate training programs to ensure team readiness for process, policy, and system changes.
• Partner with business leaders and stakeholders to support operational excellence initiatives.

Job Requirements

• Bachelor’s degree in Business, Finance, Accounting, or a related field.
• Minimum of 10 years of Procure-to-Pay (PTP) and/or Accounts Payable experience.
• Minimum of 4 years of leadership experience at the Director, Senior Director, Vice President, or equivalent level.
• Demonstrated expertise across the full Procure-to-Pay lifecycle, including invoicing, payments, supplier management, and stakeholder support.
• Experience with Oracle Fusion Accounts Payable modules.
• Experience building, leading, or managing customer service, shared services, help desk, or inquiry management functions.
• Strong root cause analysis, problem-solving, and process improvement skills.
• Experience managing large, geographically dispersed, and global teams.
• Strong stakeholder management and executive-level communication skills.
• Experience using service desk or ticketing platforms such as ServiceNow or similar systems.
• Experience leveraging AI-enabled support tools, automated routing, chatbots, or knowledge management solutions.
• Ability to work effectively in a fast-paced, evolving environment with competing priorities.
• Ability to support teams across multiple time zones and adjust work schedules as needed.

Work Experience

• Experience supporting ERP implementations, migrations, or transformation programs preferred.
• Experience operating within shared services or global business services environments preferred.
• Knowledge of SOX controls related to Procure-to-Pay processes and documentation preferred.
• Experience in large enterprise environments preferred.
• Experience developing operational reporting, dashboards, and KPI frameworks preferred.

About Equiliem

Equiliem believes in empowering success. It’s our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we’ve helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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EEO Employer

Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or Application, please contact our Employee Services Department at [emailprotected] or (732) 238-6050.