Manager, americas order management

Be the one building AI-powered experiences where they matter most.

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.

Role Overview:

The Manager, Americas Order Management plays a critical role in protecting revenue integrity, enabling scalable growth, and delivering a consistent customer experience across North America and Latin America. This leader owns regional Order Management and billing operations, ensuring accurate, timely, and SOX-compliant execution while helping the business navigate increasing operational complexity and scale.

The role leads a geographically distributed team and partners closely with Sales, Finance, Revenue Operations, Customer Success, Business Technology, Legal, and Receivables Management. Through these partnerships, the Manager drives alignment across the Quote-to-Cash lifecycle, resolves complex order and billing challenges, strengthens operational controls, and improves the processes that support customers and the business.

This is also an opportunity to shape how Order Management evolves through automation, AI-enabled capabilities, workflow optimization, and data-driven decision making. The Manager will have visibility across regional and global initiatives, with opportunities to influence system enhancements, operating models, and transformation programs that improve efficiency, quality, and scalability.

Key Responsibilities:

• Lead Order Management and billing operations across North America and Latin America to deliver accurate, timely, and SOX-compliant execution while supporting regional business growth
• Drive regional operational performance through service level objectives, KPIs, workload planning, capacity management, and data-driven performance insights
• Develop and coach a high-performing, geographically distributed team through clear accountability, regular feedback, career development, succession planning, and continuous learning
• Partner with Sales, Finance, Revenue Operations, Customer Success, Business Technology, Legal, and Receivables Management to resolve complex operational issues and improve the end-to-end customer experience
• Strengthen financial and operational integrity by identifying risks, reinforcing SOX controls, and driving adherence to governance standards, policies, and established procedures
• Serve as a senior escalation point for complex order, billing, and customer issues, driving cross-functional alignment and timely resolution
• Perform transaction-level reviews to strengthen completeness, accuracy, policy compliance, and financial integrity across Order Management activities
• Oversee pending work, operational priorities, and resource alignment during month-end, quarter-end, and year-end close periods to support timely and accurate financial execution
• Partner with the Order Management Assurance team to identify emerging risks, strengthen controls, and implement sustainable process improvements
• Drive measurable improvements in efficiency, quality, and scalability through process optimization, automation, AI-enabled capabilities, and workflow enhancements
• Lead regional adoption of global transformation initiatives, including system enhancements, testing, process changes, and new operating practices
• Standardize operating procedures across the Americas to improve consistency, scalability, knowledge sharing, and execution quality
• Communicate operational performance, risks, trends, and strategic initiatives to leadership, using data and business insights to support informed decision making

Required Qualifications:

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field
• 8+ years of progressive experience in Order-to-Cash, Order Management, Revenue Operations, Finance, or related operational functions within a SaaS or technology organization
• Demonstrated experience leading geographically distributed teams and developing high-performing professionals in complex, evolving business environments
• Strong understanding of Quote-to-Cash processes, billing operations, revenue operations, internal controls, SOX compliance, and operational risk management
• Demonstrated success managing complex cross-functional issues involving Sales, Finance, Revenue Operations, Customer Success, Legal, Technology, or related stakeholders
• Strong analytical and financial acumen, with the ability to translate operational data into insights, priorities, and business decisions
• Strong communication and stakeholder management skills, with demonstrated ability to influence across functions and organizational levels
• Experience driving process improvement, operational standardization, automation, AI-enabled capabilities, or workflow optimization
• Ability to provide extended support during critical month-end, quarter-end, and year-end close periods when business requirements demand it

Preferred Qualifications:

• Experience with Salesforce, Zuora, Workday, or comparable enterprise platforms supporting Quote-to-Cash, billing, finance, or business operations
• Experience supporting transformation initiatives involving enterprise systems, process redesign, testing, automation, or digital enablement
• Experience operating across North American and Latin American business environments
• Experience using operational analytics, automation, or AI-enabled tools to improve productivity, quality, controls, or decision making

Working at Genesys

AI 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.

A 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.

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

Time 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.

Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.
• Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Be the one building what's next - where AI, experience and impact come together.

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About Genesys:

Genesys® 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.

Reasonable Accommodations:

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Genesys 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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.