Senior Manager, Americas Order Management

Overview

Reports To:

Sr. Director, Global Order Management

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Senior Manager, Americas Order Management will lead Order Management operations across North America and Latin America within a global SaaS environment. This role is responsible for ensuring accurate and efficient order processing and billing operations while driving a high standard of operational performance. This leader will oversee day-to-day operations while also helping shape strategy, improve processes, and support business growth across the region.

The role requires a strong understanding of financial and revenue-related processes, with a focus on risk management, internal controls, and using data to improve decision making and operational effectiveness. Success in this role requires someone who is analytical, strategic and hands-on. The ideal candidate is comfortable navigating complex challenges, partnering across teams, and leading through change in a fast-paced environment.

This person will work closely with teams across Sales, Finance, Revenue Operations, IT, Customer Success, and Receivables Management to drive process improvements, strengthen operational consistency, and enhance the customer billing experience. The Senior Manager will also lead initiatives focused on automation, AI-enabled capabilities, and workflow optimization to improve scalability, efficiency, and overall operational performance. In addition, this role is responsible for developing and leading a high-performing team across geographically distributed locations.

• Drive end-to-end Order Management and billing operations with a focus on completeness, accuracy, compliance, scalability, and operational efficiency.
• Establish operational objectives, staffing strategies, and execution plans for Americas Order Management functions in alignment with regional and global priorities.
• Evaluate operational and financial risks and strengthen internal control frameworks aligned with SOX and company compliance standards.
• Manage and monitor operational KPIs, service levels, and performance metrics to support accountability and continuous improvement.
• Lead cross-functional transformation initiatives involving Sales, Finance, Revenue Operations, IT, Customer Success, and Receivables Management.
• Drive process modernization through automation, AI-enabled capabilities, workflow optimization, and digital transformation initiatives.
• Establish and enhance policies, procedures, and standardized operating practices
• Analyze complex operational challenges where problems may not be clearly defined and determine appropriate solutions using business judgment, organizational precedent, and data-driven analysis.
• Improve customer billing experience through timely resolution of disputes, proactive issue identification, and sustainable root-cause remediation.
• Coach and develop team members while fostering collaboration, accountability, innovation, and employee engagement across geographically distributed teams.

• Leads a geographically dispersed team of up to 15 analysts, fostering collaboration and operational excellence
• Identifies root causes of operational and financial issues and develop prioritized, scalable solutions.
• Works on issues where analysis requires conceptual thinking, interpretation of complex data, and in-depth knowledge of organizational objectives.
• Operates effectively in…