[Hiring] Senior Manager, Operations Excellence @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data, and AI to help organizations deliver more personalized service, improve operational efficiency, and build stronger customer relationships.

Help build, support, and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Commercial Experience owns the systems and processes that power the Quote to Cash journey, connecting critical commercial workflows across Salesforce (SFDC), contract lifecycle management (CLM), Zuora, Workday, RevPro, and related platforms. As Senior Manager, Operations Excellence, you will shape how business needs become scalable systems solutions, serving as the central connection between Commercial Experience, functional subject matter experts, and IT.

You will own the end-to-end pipeline of system bugs, enhancements, and change requests, bringing structure and strategic prioritization to work that directly affects Deal Operations, Deal Desk, Order Management, Receivables Management, and Revenue Accounting. Your leadership will improve system performance, process efficiency, data quality, and the experience of teams operating across the Quote to Cash lifecycle.

This role combines business systems leadership, operational excellence, and modern automation. You will influence strategy across Finance and go-to-market systems, identify opportunities to apply AI and automation, and partner with senior leaders and functional experts to turn complex requirements into solutions that scale.

The scope provides visibility into enterprise initiatives spanning commercial operations, Finance, and IT, with opportunities to deepen expertise across platform strategy, AI-enabled operations, and large-scale business transformation. At Genesys, collaboration, empathy for users and customers, and ambitious thinking will guide how you build alignment and improve the systems that support better customer and business outcomes.

Qualifications

• 10+ years of experience in Business Operations, Business Systems, Business Transformation, Process Improvement, Consulting, or related disciplines, including significant experience designing or improving complex process flows.
• Proven experience serving as a business-to-IT liaison, including requirements gathering, BRD development, stakeholder alignment, and delivery through implementation.
• Demonstrated experience managing queues of bugs, enhancements, and change requests using Jira, ServiceNow, or comparable enterprise workflow platforms.
• Strong hands-on experience with Salesforce (SFDC) and experience with one or more related enterprise platforms such as CLM, Workday, Zuora, or RevPro.
• Experience leading change management initiatives, UAT, release coordination, and systems initiatives supporting go-to-market or commercial teams.
• Strong understanding of cross-functional business processes and system dependencies across complex enterprise environments.
• Demonstrated ability to influence and constructively challenge stakeholders, navigate ambiguity, and drive decisions across business and technical teams.
• Proven ability to operate effectively as both a strategic project leader and a hands-on individual contributor in a self-directed environment.

Requirements

• SaaS or technology industry experience.
• Experience with Quote to Cash processes, including order management, billing, receivables, or revenue recognition.
• Familiarity with Agile delivery methodologies and enterprise change-control practices.
• Experience applying AI, automation, or analytics tools to business operations, systems management, or process improvement.

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage.
• Flexible work schedules and work from home opportunities.
• Development and career growth opportunities.
• Open Time Off in addition to 10 paid holidays.
• 401(k) matching program.
• Adoption Assistance.
• Fertility treatments.