Sr Manager, Operations Excellence

Genesys-; New York (NY); Hybrid; USD 134,000 - 235,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) matching

Adoption Assistance

Job summary

Genesys is seeking a Senior Manager of Operations Excellence to shape scalable systems for Quote to Cash across Finance and Commercial Experience. You will own the end-to-end pipeline of bugs, enhancements, and changes, drive governance, and partner with senior leaders to deliver value.

The role emphasizes AI-enabled operations and cross-functional collaboration to improve performance, data quality, and user experience across systems.

Qualifications

• 10+ years in Business Operations, Business Systems, or related roles with complex process designs.
• Experience translating business needs into IT requirements and BRDs with stakeholder alignment.
• Experience leading change management, UAT, release coordination, and go-to-market system initiatives.

Responsibilities

• Own end-to-end partnership between Commercial Experience, experts, and IT; define architecture, priorities, and decisions.
• Lead bugs, enhancements, and change requests with clear ownership and governance.
• Identify automation and AI opportunities to improve efficiency and data quality across Finance and commercial systems.

Skills

Business Operations

Process Improvement

Stakeholder Management

Salesforce (SFDC)

BRD development

Tools

Jira

ServiceNow

Salesforce

CLM

Workday

Zuora

RevPro

Job description

locationsVirtual Office (New York)Virtual Office (California)Virtual Office (Texas)time typeFull timeposted onPosted Todayjob requisition idJR112639Be 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.Key Responsibilities:Own the end-to-end partnership between Commercial Experience, functional subject matter experts, and IT, driving alignment on system architecture, priorities, and process decisionsLead the pipeline of bugs, enhancements, and change requests, establishing clear ownership, prioritization, escalation paths, and visibility into queue health and agingTranslate complex business needs into clear IT requirements and business requirements documents (BRDs), reducing ambiguity and rework while improving delivery qualityDrive discovery and process design across Quote to Cash, mapping current-state and future-state workflows, system dependencies, controls, and opportunities for scalable improvementManage scope, timelines, dependencies, and deliverables from requirements through production, ensuring changes are executed with appropriate governance and stakeholder alignmentLead user acceptance testing (UAT), release coordination, validation, and change management so system improvements are adopted effectively and deliver intended business valueIdentify automation, AI, and process improvement opportunities that increase operational efficiency, strengthen data quality, and improve the user experience across commercial and Finance systemsAdvance practical AI adoption by applying AI tools to requirements development, ticket triage, analysis, and documentation, while helping teams establish effective ways to use AI in daily operationsMaintain documentation, controls, and governance across systems, processes, and data to support scalable and reliable Quote to Cash operationsRequired 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 flowsProven experience serving as a business-to-IT liaison, including requirements gathering, BRD development, stakeholder alignment, and delivery through implementationDemonstrated experience managing queues of bugs, enhancements, and change requests using Jira, ServiceNow, or comparable enterprise workflow platformsStrong hands-on experience with Salesforce (SFDC) and experience with one or more related enterprise platforms such as CLM, Workday, Zuora, or RevProExperience leading change management initiatives, UAT, release coordination, and systems initiatives supporting go-to-market or commercial teamsStrong understanding of cross-functional business processes and system dependencies across complex enterprise environmentsDemonstrated ability to influence and constructively challenge stakeholders, navigate ambiguity, and drive decisions across business and technical teamsProven ability to operate effectively as both a strategic project leader and a hands-on individual contributor in a self-directed environmentPreferred Qualifications:SaaS or technology industry experienceExperience with Quote to Cash processes, including order management, billing, receivables, or revenue recognitionFamiliarity with Agile delivery methodologies and enterprise change-control practicesExperience applying AI, automation, or analytics tools to business operations, systems management, or process improvementCompensation: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.$133,800.00 - $235,400.00Benefits:Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsClick here to view a summary overview of our Benefits.Working at GenesysAI 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 their 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.What Happens After You ApplyAfter you apply, here's what you can typically expect:Our Talent Acquisition team reviews your application with the hiring team.A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.Next, you'll meet the hiring manager and other members of the interview team.We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.After interviews are complete, our team will follow up with the final steps.Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.Stay ConnectedStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.Get notified about relevant opportunities.Be the one building what's next - where AI, experience and impact come together.Employee ReferralIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.About Genesys:Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.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] 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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.