Corporate Planning & Management, Customer Experience, Associate, Dallas

Gateway Team

The Gateway Team sits within the Customer Experience department of Global Procurement under Corporate Planning & Management (CPM). Professionals in CPM have an analytical mindset, exhibit intellectual curiosity and are from diverse academic backgrounds. The Gateway Team works within our Procurement Hub tool that operates as the firm's centralized "Front Door" for all procurement and vendor management requests via the Procurement Hub. The Gateway Team serves as the single point of contact for all incoming business requests, responsible for guiding, triaging, validating, and orchestrating requests across the end-to-end vendor lifecycle - from initial intake through to vendor activation and service commencement.

The role requires collaboration with different functions across the Firm and within Global Procurement on a regular basis, for example, Sourcing Category Leads, Payment Operations, Anti-Bribery & Corruption / Sanctions (AB&C), Third Party Risk Management, Data Analytics and Reporting (DAR), Tooling, Transformation and Risk Management, and Legal. Additionally, the role requires an ability to work independently - managing end-to-end business processes across multiple parallel workstreams, performing risk-based triage and classification, coordinating handovers to Sourcing, executing managed-service vendor onboarding for negligible-risk engagements, and providing structured guidance for non-negligible engagements - all while maintaining SLA discipline, audit-ready documentation, and a consistent book of work.

OUR IMPACT

The Gateway Team is at the forefront of the firm's Connected Customer Journey - replacing siloed, manual processes and dispersed data across fragmented systems with a single-entry point, AI-enabled workflows, and clear ownership. We are redefining how business divisions interact with Global Procurement by delivering a streamlined, transparent, and risk-proportionate experience.

The Gateway Team plays a critical role in protecting the firm while enabling business activity. We ensure every procurement request starts in the right place with the right information - accurately assessed for engagement risk, appropriately routed, and efficiently progressed through the firm's third-party risk framework. 

At the same time, the Gateway Team is a key contributor to the firm's overall client and supplier experience. Through timely query resolution, proactive communication at key milestones, structured escalation protocols, and ongoing process improvements, the team strengthens interactions across Global Procurement and business teams - ensuring users feel they have a clear entry point, clear ownership, and a simpler path through supplier and sourcing intake.

1. Act as a Subject Matter Expert (SME) on the firm's procurement intake and third-party risk management policies, standards, and systems -including the Procurement Hub, triage and risk classification framework, vendor onboarding and offboarding workflows, and oversight requirements.

2. Guide business users to the correct path based on their stated intent, handling requests where AI cannot determine intent (default route to Gateway) and redirecting non-procurement queries to the appropriate destination.

3. Triage, validate, and approve incoming procurement requests - Validate triage responses for accuracy and completeness, confirming or overriding classification with documented rationale, and editing incorrectly answered triage responses to trigger score recalculation.

4. Manage the central work queue of all incoming requests, ensuring all requests are actioned within the 24-hour response SLA, and monitoring and escalating overdue or aged items via established escalation protocols.

5. Coordinate handovers to Sourcing Category Leads - preparing comprehensive handover summaries, capturing handover notes against each work item, and ensuring confirmed and classified requests are transitioned clearly and in a timely manner.

6. Provide structured guidance and next-step direction to business stakeholders - connecting users to Sourcing, Payment and TPRM teams as required and ensuring requestors understand the actions they are responsible for completing independently.

7. Serve as the single point of contact for the business user from initial request through to completion - providing callback within SLA when help is requested and ensuring users receive appropriate notifications at key milestones.

8. Engage with Risk Partners across the organization (e.g., AB&C/Sanctions, Compliance, Technology Risk, Legal) as needed to assist divisions, resolve identified risks, and support reclassification procedures where vendor risk profiles require adjustment.

9. Support contract review and vendor activation - notifying and providing guidance to users on uploading contracts to CLM/KY3P once executed, and coordinating with Sourcing and Legal to track contract execution progress.

10. Maintain a complete audit trail of all triage responses, edits, classification changes, and engagement notes. Support periodic reporting on Negligible vendors per division and manage BAU changes to filtering/triage questions.

11. Deliver on regional expectations and contribute actively to the goals of the Gateway Team.

12. Drive continuous process improvement and innovation, proactively identifying operational gaps and providing input for framework enhancements.

SKILLS AND EXPERIENCE WE ARE LOOKING FOR

1. Relevant Bachelor's degree or equivalent qualification with an excellent academic record.

2. 1 to 4 years' experience in Procurement Functions such as risk management, third-party risk management, procurement operations, payment operations or vendor management.

3. Strong risk management and control mindset, with the ability to support and enable commercial outcomes while maintaining program compliance.

4. Analytical thinker with strong problem-solving skills, sound judgment, and exemplary attention to detail.

5. Highly organized with the ability to prioritize, multi-task, and deliver under pressure to tight deadlines across multiple parallel workstreams.

6. Excellent communication and interpersonal skills (both written and verbal), with the ability to adapt to a dynamic and changing organization.

7. Strong stakeholder management skills, including the ability to de-escalate challenging situations and build consensus across divisions.

8. Collaborative team player capable of coordinating complex activities with multiple interdependencies across global, cross-functional teams.

PREFERRED QUALIFICATIONS

1. Procurement Experience, especially Sourcing or Third Party Risk Management experience.

2. Strong customer service mindset and user experience focus.

3. Exposure to control and risk management processes.

4. Excellent communication skills both written and verbal.

5. Prior experience supporting audits, internal reviews, or regulatory examinations.

6. Experience working with procurement, vendor management, or related operational systems and tools.