{"id":2102790,"url":"https://alion.io/job/genesys-sr-manager-operations-excellence","title":"Sr Manager, Operations Excellence","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":38,"ghost_share":0.026,"stale_share":0.211,"repost_share":0.105,"time_to_fill_p50_days":18,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":93000,"max_usd":179000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3941},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true},{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-10-08T19:14:33Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-13T16:13:21Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Be the one building AI-powered experiences where they matter most.\nAt 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.\nHelp 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.\nCommercial 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.\nYou 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.\nThis 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.\nThe 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.\nKey Responsibilities:\nOwn the end-to-end partnership between Commercial Experience, functional subject matter experts, and IT, driving alignment on system architecture, priorities, and process decisions\nLead the pipeline of bugs, enhancements, and change requests, establishing clear ownership, prioritization, escalation paths, and visibility into queue health and aging\nTranslate complex business needs into clear IT requirements and business requirements documents (BRDs), reducing ambiguity and rework while improving delivery quality\nDrive discovery and process design across Quote to Cash, mapping current-state and future-state workflows, system dependencies, controls, and opportunities for scalable improvement\nManage scope, timelines, dependencies, and deliverables from requirements through production, ensuring changes are executed with appropriate governance and stakeholder alignment\nLead user acceptance testing (UAT), release coordination, validation, and change management so system improvements are adopted effectively and deliver intended business value\nIdentify automation, AI, and process improvement opportunities that increase operational efficiency, strengthen data quality, and improve the user experience across commercial and Finance systems\nAdvance 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\nMaintain documentation, controls, and governance across systems, processes, and data to support scalable and reliable Quote to Cash operations\nRequired Qualifications:\n10+ 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\nProven experience serving as a business-to-IT liaison, including requirements gathering, BRD development, stakeholder alignment, and delivery through implementation\nDemonstrated experience managing queues of bugs, enhancements, and change requests using Jira, ServiceNow, or comparable enterprise workflow platforms\nStrong hands-on experience with Salesforce (SFDC) and experience with one or more related enterprise platforms such as CLM, Workday, Zuora, or RevPro\nExperience leading change management initiatives, UAT, release coordination, and systems initiatives supporting go-to-market or commercial teams\nStrong understanding of cross-functional business processes and system dependencies across complex enterprise environments\nDemonstrated ability to influence and constructively challenge stakeholders, navigate ambiguity, and drive decisions across business and technical teams\nProven ability to operate effectively as both a strategic project leader and a hands-on individual contributor in a self-directed environment\nPreferred Qualifications:\nSaaS or technology industry experience\nExperience with Quote to Cash processes, including order management, billing, receivables, or revenue recognition\nFamiliarity with Agile delivery methodologies and enterprise change-control practices\nExperience applying AI, automation, or analytics tools to business operations, systems management, or process improvement\nCompensation:\nThis 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.\n$133,800.00 - $235,400.00Benefits:\nMedical, Dental, and Vision Insurance.\n\nTelehealth coverage\n\nFlexible work schedules and work from home opportunities\n\nDevelopment and career growth opportunities\n\nOpen Time Off in addition to 10 paid holidays\n\n401(k) matching program\n\nAdoption Assistance\n\nFertility treatments\n\nClick here to view a summary overview of our Benefits.\nWorking at Genesys\nAI 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.\nA 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.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime 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.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.\nGet notified about relevant opportunities.\nBe the one building what's next - where AI, experience and impact come together.\nEmployee Referral\nIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.\nAbout Genesys:\nGenesys® 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.\nReasonable Accommodations:\nIf 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 .\nYou 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.\nThis 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.\nGenesys 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.\nPlease note that recruiters will never ask for sensitive personal or financial information during the application phase.","description_format":"text","description_chars":9970,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Growth opportunities","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Unified Communications","AI Agents"],"lifecycle":[{"event":"open","at":"2026-10-08T19:14:33Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.896,"p_room":1,"age_days":4,"expected_fill_days":18,"reasons":["conf:7","velocity","win:early","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/genesys-sr-manager-operations-excellence","json_url":"https://alion.io/job/genesys-sr-manager-operations-excellence.json","meta":{"generated_at":"2026-10-13T18:25:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28192,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-sr-manager-operations-excellence"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-sr-manager-operations-excellence"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-sr-manager-operations-excellence"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-sr-manager-operations-excellence\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-sr-manager-operations-excellence"}]}