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 Summary 

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. 

Key Responsibilities 

• 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. 

Qualifications 

• 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 with the ability to influence across functional teams. 

• Experience with Salesforce, Zuora, Workday, or comparable enterprise platforms preferred. 

• Must be able to support extended hours during critical month-end, quarter-end, and year-end close periods. 

Core Competencies 

• People Leadership 

• Operational Execution 

• Business and Financial Acumen 

• Cross-Functional Collaboration 

• Customer Focus 

• Continuous Improvement 

• Data-Driven Decision Making 

• Change Leadership 

• Risk Management and Governance 

• Automation and Digital Enablement 

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

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.

Stay Connected

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.