Manager. Americas Order Management

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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.

The Manager, Americas Order Management leads a regional team responsible for delivering accurate, timely, and compliant Order Management and billing operations across North America and Latin America. This role is responsible for executing regional priorities, supporting business growth, and ensuring a consistent customer experience while maintaining strong operational performance and financial integrity.

Working closely with Sales, Finance, Revenue Operations, Customer Success, Business Technology, Legal, and Receivables Management, the Manager drives operational consistency, resolves complex issues, and identifies opportunities to improve processes, strengthen controls, and enhance scalability. This role combines hands‑on operational leadership with a continuous improvement mindset, using data, automation, and AI-enabled capabilities to improve efficiency, quality, and customer outcomes.

The Manager develops a high‑performing team by fostering accountability, collaboration, innovation, and continuous learning while ensuring the organization is well positioned to support evolving business needs. The ideal candidate is a collaborative leader with strong operational and financial acumen, experience leading geographically distributed teams, and a passion for developing people and improving business processes.

• Lead Order Management and billing operations across North America and Latin America, ensuring accurate, timely, and SOX compliant execution.
• Manage regional operational performance through service level objectives, KPIs, workload planning, and performance metrics.
• Coach and develop a high‑performing team, providing regular feedback, career development, and succession planning.
• Partner with cross‑functional stakeholders to resolve complex operational issues and deliver an exceptional customer experience.
• Identify operational risks and strengthen adherence to SOX controls, governance standards, and company policies.
• Serve as an escalation point for complex order, billing, and customer issues, partnering with cross‑functional teams to drive timely resolution.
• Perform transactional level reviews to ensure completeness, accuracy, compliance, and adherence to policies.
• Monitor operational performance, pending work, and regional priorities, particularly during month‑end, quarter‑end, and year‑end close.
• Partner with the Order Management Assurance team to identify operational risks, strengthen controls, and implement process improvements.
• Drive continuous improvement through process optimization, automation, AI-enabled capabilities, and workflow enhancements.
• Support regional and global transformation initiatives, including system enhancements, testing, and process changes.
• Standardize operating procedures and ensure consistent execution across the Americas region.
• Communicate operational performance, risks, and key initiatives to leadership while fostering strong cross‑functional partnerships.

• Bachelor's degree in Accounting, Finance, Business Administration, or related field.
• 8+ years of progressive experience in Order‑to‑Cash, Order Management, Revenue Operations, Finance, or related operational leadership roles within a SaaS or technology organization.
• Experience leading geographically distributed teams in a fast‑paced environment.
• Strong understanding of Quote‑to‑Cash processes, revenue operations, internal controls, and operational risk management.
• Experience driving process improvements, automation, AI-enabled capabilities, or workflow optimization.
• Strong analytical, communication, and stakeholder management skills…