Sr Manager, Operations Excellence

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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. Commercial Experience 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. Key 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 Required Qualifications: 10+ years of experience in Business Operations, Business Systems, Business Transformation, Process Improvement, Consulting, or related disciplines, including significant

成为在AI驱动体验最关键之处构建这些体验的人。在Genesys，我们通过AI驱动的体验编排帮助组织创造更好的客户体验。我们的平台连接人员、系统、数据和AI，帮助组织提供更个性化的服务、提升运营效率并建立更牢固的客户关系。帮助构建、支持和运营超过8,000家组织在100多个国家使用的技术——每天都在真实的企业环境中将AI从可能性推向生产。Commercial Experience拥有驱动Quote to Cash旅程的系统和流程，连接跨Salesforce（SFDC）、合同生命周期管理（CLM）、Zuora、Workday、RevPro及相关平台的关键商业工作流。作为运营卓越高级经理，您将塑造业务需求如何转化为可扩展的系统解决方案，充当Commercial Experience、职能主题专家和IT之间的核心连接。您将负责系统缺陷、增强和变更请求的端到端管道，为直接影响Deal Operations、Deal Desk、Order Management、Receivables Management和Revenue Accounting的工作带来结构和战略优先级。您的领导将改善系统性能、流程效率、数据质量以及跨Quote to Cash生命周期运营的团队体验。该角色结合了业务系统领导、运营卓越和现代自动化。您将影响Finance和go-to-market系统的战略，识别应用AI和自动化的机会，并与高级领导者和职能专家合作，将复杂需求转化为可扩展的解决方案。该范围提供对企业计划的可见性，涵盖商业运营、Finance和IT，并有机会深化在平台战略、AI赋能运营和大规模业务转型方面的专业知识。在Genesys，协作、对用户和客户的同理心以及雄心勃勃的思维将指导您如何建立一致性并改进支持更好的客户和业务成果的系统。关键职责：拥有Commercial Experience、职能主题专家和IT之间的端到端合作伙伴关系，推动在系统架构、优先级和流程决策上的一致性领导缺陷、增强和变更请求的管道，建立明确的所有权、优先级、升级路径以及对队列健康和老化的可见性将复杂业务需求转化为清晰的IT需求和业务需求文档（BRD），减少歧义和返工，同时提高交付质量推动Quote to Cash的发现和流程设计，映射当前状态和未来状态工作流、系统依赖、控制以及可扩展改进的机会管理从需求到生产的范围、时间线、依赖和交付物，确保变更以适当的治理和利益相关者一致性执行领导用户验收测试（UAT）、发布协调、验证和变更管理，使系统改进得到有效采用并交付预期的业务价值识别自动化、AI和流程改进机会，提高运营效率、加强数据质量并改善商业和Finance系统的用户体验通过将AI工具应用于需求开发、工单分类、分析和文档，推进实用的AI采用，同时帮助团队建立在日常运营中使用AI的有效方式维护跨系统、流程和数据的文档、控制和治理，以支持可扩展且可靠的Quote to Cash运营所需资格：10年以上Business Operations、Business Systems、Business Transformation、Process Improvement、Consulting或相关领域的经验，包括重要的

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