Sr Manager, Operations Excellence

Genesys Cloud Services, Inc.; New York (NY); Remote; USD 134,000 - 235,000; 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 in addition to 10 paid

401(k) matching program

Adoption Assistance

Fertility treatments

Job summary

Genesys seeks a Senior Manager, Operations Excellence to drive end-to-end Quote to Cash systems, partnering with Commercial Experience, IT, and Finance to scale processes and embed AI-powered improvements.

You will own the bug/enhancement pipeline, translate business needs into BRDs, govern releases, and lead UAT while advancing automation and data quality across revenue operations.

Qualifications

• 10+ years of experience in Business Operations, Business Systems, Business Transformation, Process Improvement, Consulting, or related disciplines.
• Proven experience serving as a business-to-IT liaison with BRD development and stakeholder alignment.
• Experience managing queues of bugs, enhancements, and change requests using Jira, ServiceNow, or similar tools.
• Hands-on experience with Salesforce (SFDC) and related platforms like CLM, Workday, Zuora, or RevPro.
• Experience leading change management initiatives, UAT, and release coordination for GTM or commercial teams.
• Strong understanding of cross-functional processes and system dependencies in complex environments.
• Ability to influence stakeholders and drive decisions across business and technical teams.
• Proven capability to lead as a strategic project leader and hands-on contributor.

Responsibilities

• Own the end-to-end partnership between Commercial Experience, SMEs, and IT, aligning on architecture and priorities.
• Lead the pipeline of bugs, enhancements, and change requests with clear ownership and governance.
• Translate complex business needs into IT requirements and BRDs to reduce ambiguity.
• Drive discovery and process design across Quote to Cash, mapping current and future states.
• Manage scope, timelines, dependencies, and deliverables from requirements through production.
• Lead UAT, release coordination, validation and change management for successful adoption.
• Identify automation, AI, and optimization opportunities to improve efficiency and data quality.
• Advance practical AI adoption in requirements development, ticket triage, and documentation.
• Maintain governance and documentation across systems and data for scalable operations.

Skills

Business Operations

Business Systems

Process Improvement

Jira

ServiceNow

Salesforce (SFDC)

Tools

Jira

ServiceNow

Salesforce (SFDC)

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.

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 decisions
• Lead the pipeline of bugs, enhancements, and change requests, establishing clear ownership, prioritization, escalation paths, and visibility into queue health and aging
• Translate complex business needs into clear IT requirements and business requirements documents (BRDs), reducing ambiguity and rework while improving delivery quality
• Drive discovery and process design across Quote to Cash, mapping current-state and future-state workflows, system dependencies, controls, and opportunities for scalable improvement
• Manage scope, timelines, dependencies, and deliverables from requirements through production, ensuring changes are executed with appropriate governance and stakeholder alignment
• Lead user acceptance testing (UAT), release coordination, validation, and change management so system improvements are adopted effectively and deliver intended business value
• Identify automation, AI, and process improvement opportunities that increase operational efficiency, strengthen data quality, and improve the user experience across commercial and Finance systems
• Advance 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 operations
• Maintain documentation, controls, and governance across systems, processes, and data to support scalable and reliable Quote to Cash operations

Required 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

Preferred Qualifications:

• 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

Compensation:

$133,800.00 - $235,400.00

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

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 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 Apply

After 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.

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].

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.