Senior Manager, Operations Excellence

Job not on LinkedIn

🔥 5 minutes ago

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🤠 Texas – Remote

💵 $133.8k - $235.4k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Own the end-to-end partnership between Commercial Experience, functional subject matter experts, and IT • Lead the pipeline of bugs, enhancements, and change requests, establishing ownership, prioritization, escalation paths, and visibility into queue health and aging • Translate complex business needs into clear IT requirements and business requirements documents (BRDs) • Drive discovery and process design across Quote to Cash, mapping workflows, system dependencies, controls, and scalable improvement opportunities • Manage scope, timelines, dependencies, and deliverables from requirements through production • Lead user acceptance testing (UAT), release coordination, validation, and change management • Identify automation, AI, and process improvement opportunities across commercial and Finance systems • Apply AI tools to requirements development, ticket triage, analysis, and documentation • Maintain documentation, controls, and governance across systems, processes, and data

🎯 Requirements

• 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 • 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 • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families