Sr Manager, Operations Excellence

Genesys•New York, NY

4d•$133,800 - $235,400•Hybrid

About The Position

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. This role is within the Commercial Experience team, which 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.

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

Nice To Haves

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

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