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Genesys

Senior Manager, Operations Excellence

Genesys

. Own the end-to-end partnership between Commercial Experience, functional subject matter experts, and IT .

Posted 10/8/2026full-timeRemote • United StatesSenior💰 $133,800 - $235,400 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing end-to-end business operations and systems transformation, with a strong focus on process improvement, stakeholder alignment, and effective change management. Proficient in utilizing AI and automation tools to enhance operational efficiency and drive strategic initiatives across complex enterprise environments.

Highest-signal resume keywords
Business Operations ManagementRequirements Gathering and BRD DevelopmentSalesforce (SFDC) ProficiencyChange Management LeadershipQuote to Cash Process Expertise

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Business Process ImprovementRequirements DevelopmentUser Acceptance Testing (UAT)Agile MethodologiesProcess MappingAutomation ToolsAI Application in BusinessJiraServiceNowEnterprise Workflow Management
Soft Skills
Stakeholder AlignmentInfluencing and NegotiationDecision-MakingProblem-SolvingNavigating Ambiguity
Tools & Technologies
Salesforce (SFDC)JiraServiceNowWorkdayZuoraRevProAI ToolsAutomation Tools
Industry Keywords
SaaSTechnology IndustryQuote to CashOrder ManagementBillingReceivablesRevenue RecognitionEnterprise Change-Control Practices

Tech Stack

Tools & technologies
ServiceNowSFDC

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Comp & perks
  • 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