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.
Manager, Americas Order Management
Colombia
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.
At Genesys, employees are empowered to do meaningful work as part of one global team, bringing their individual strengths to challenges that matter. For Finance, Legal, and Operations professionals, that means bringing clarity to complexity, enabling smart decisions, and helping build a stronger, more scalable business.
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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