Manager. Americas Order Management

8100 United States - Genesys Cloud Services, Inc.; Indiana (PA); Hybrid; USD 100,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from

Development and career growth

Open Time Off + 10 paid holidays

401(k) matching

Adoption Assistance

Fertility treatments

Regional and global learning programs

Job summary

Genesys is seeking a Manager for Americas Order Management to lead a regional team delivering accurate, timely order management and billing operations across North America and Latin America. You will work with Sales, Finance, Revenue Operations, and Legal to maintain strong controls and scalable processes.

The ideal candidate has 8+ years in Order-to-Cash or related leadership roles, with experience guiding distributed teams and implementing automation and AI-enabled improvements.

Qualifications

• Bachelor's degree in Accounting, Finance, Business Administration, or related field.
• 8+ years of progressive experience in Order-to-Cash, Order Management, Revenue Operations, Finance, or related leadership roles.
• Experience leading geographically distributed teams in a fast-paced environment.
• Strong understanding of Quote-to-Cash, revenue operations, internal controls, and risk management.
• Experience driving process improvements, automation, AI-enabled capabilities, or workflow optimization.
• Strong analytical, communication, and stakeholder management skills.
• Experience with Salesforce, Zuora, Workday, or comparable platforms.

Responsibilities

• Lead Order Management and billing operations across North America and Latin America with SOX compliance.
• Manage regional performance through KPIs, SLAs, and workload planning.
• Coach and develop a high-performing team with career development and succession planning.
• Partner with cross-functional stakeholders to resolve complex operational issues and enhance customer experience.
• Identify risks and strengthen adherence to controls, governance standards, and policies.
• Escalate and resolve complex order, billing, and customer issues with cross-functional teams.
• Perform transactional reviews for completeness, accuracy, and compliance.
• Monitor regional performance during month-end, quarter-end, and year-end close.
• Drive continuous improvement through automation and AI-enabled workflow enhancements.
• Support regional and global transformation initiatives and system changes.
• Standardize operating procedures across the Americas region.

Skills

People Leadership

Operational Execution

Data-Driven Decision Making

Cross-Functional Collaboration

Risk Management

Education

Bachelor's degree in Accounting, Finance, Business Administration, or related field

Tools

Salesforce

Zuora

Workday

Job 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.

Role Summary

The Manager, Americas Order Management leads a regional team responsible for delivering accurate, timely, and compliant Order Management and billing operations across North America and Latin America. This role is responsible for executing regional priorities, supporting business growth, and ensuring a consistent customer experience while maintaining strong operational performance and financial integrity. Working closely with Sales, Finance, Revenue Operations, Customer Success, Business Technology, Legal, and Receivables Management, the Manager drives operational consistency, resolves complex issues, and identifies opportunities to improve processes, strengthen controls, and enhance scalability. This role combines hands‑on operational leadership with a continuous improvement mindset, using data, automation, and AI-enabled capabilities to improve efficiency, quality, and customer outcomes. The Manager develops a high‑performing team by fostering accountability, collaboration, innovation, and continuous learning while ensuring the organization is well positioned to support evolving business needs. The ideal candidate is a collaborative leader with strong operational and financial acumen, experience leading geographically distributed teams, and a passion for developing people and improving business processes.

Key Responsibilities

• Lead Order Management and billing operations across North America and Latin America, ensuring accurate, timely, and SOX compliant execution.
• Manage regional operational performance through service level objectives, KPIs, workload planning, and performance metrics.
• Coach and develop a high‑performing team, providing regular feedback, career development, and succession planning.
• Partner with cross‑functional stakeholders to resolve complex operational issues and deliver an exceptional customer experience.
• Identify operational risks and strengthen adherence to SOX controls, governance standards, and company policies.
• Serve as an escalation point for complex order, billing, and customer issues, partnering with cross‑functional teams to drive timely resolution.
• Perform transactional level reviews to ensure completeness, accuracy, compliance, and adherence to policies.
• Monitor operational performance, pending work, and regional priorities, particularly during month‑end, quarter‑end, and year‑end close.
• Partner with the Order Management Assurance team to identify operational risks, strengthen controls, and implement process improvements.
• Drive continuous improvement through process optimization, automation, AI‑enabled capabilities, and workflow enhancements.
• Support regional and global transformation initiatives, including system enhancements, testing, and process changes.
• Standardize operating procedures and ensure consistent execution across the Americas region.
• Communicate operational performance, risks, and key initiatives to leadership while fostering strong cross‑functional partnerships.

Qualifications

• Bachelor's degree in Accounting, Finance, Business Administration, or related field.
• 8+ years of progressive experience in Order-to-Cash, Order Management, Revenue Operations, Finance, or related operational leadership roles within a SaaS or technology organization.
• Experience leading geographically distributed teams in a fast‑paced environment.
• Strong understanding of Quote-to-Cash processes, revenue operations, internal controls, and operational risk management.
• Experience driving process improvements, automation, AI‑enabled capabilities, or workflow optimization.
• Strong analytical, communication, and stakeholder management skills with the ability to influence across functional teams.
• Experience with Salesforce, Zuora, Workday, or comparable enterprise platforms preferred.
• Must be able to support extended hours during critical month‑end, quarter‑end, and year‑end close periods.

Core Competencies

• People Leadership
• Operational Execution
• Business and Financial Acumen
• Cross‑Functional Collaboration
• Customer Focus
• Continuous Improvement
• Data‑Driven Decision Making
• Change Leadership
• Risk Management and Governance
• Automation and Digital Enablement

Compensation

Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$85,000.00 - $149,400.00

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
• Click here to view a summary overview of our Benefits.

Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations

Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre‑filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.