Senior Business Operations Manager at Genesys in Durham, NC

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.

Role Details

• Department: Business Strategy & Operations
• Reporting To: Director, Product, Business Strategy & Operations
• Location: North Carolina (Virtual / Flexible)
• Worker Type: Employee, Full-Time
• Level: Senior Manager

Role Overview

Genesys Cloud is in growth mode. The Product Business Strategy & Operations team is the analytical and operational backbone of Genesys Product leadership, responsible for shaping growth strategy, driving its execution, and ensuring the insights that reach the C-suite are rigorous, reliable, and actionable.

As Senior Manager, Business Strategy & Operations, you will sit at the intersection of analytics and strategy. This is a high-visibility, high-ownership role: you will be the person leadership trusts to pressure-test the numbers, surface the right questions, and translate complex business dynamics into clear recommendations. You will be exposed to all aspects of the Genesys Cloud business, from product adoption and retention to ecosystem positioning and growth planning, and will partner closely with cross-functional leaders across Product, Finance, Customer Success, and Sales.

The analytical scope of this role is deliberately focused on the product management lens. What this role demands is not breadth of know-how, but judgment; the ability to interrogate data critically, recognize when something does not add up, and drive to a well-reasoned answer. If you thrive in environments where intellectual rigor and clear communication are the differentiators, this role is built for you.

Key Responsibilities

• Serve as a trusted analytical partner to Product leadership, translating business performance data into strategic insights and executive-ready recommendations
• Own the design, development, and ongoing stewardship of dashboards, scorecards, and KPI frameworks that track growth, retention, adoption, and business health
• Conduct various analyses to inform strategic decisions and identify value-creation levers
• Draft quarterly business reviews and board-level reporting; prepare concise, high-quality briefing materials and present findings to Director through C-suite stakeholders
• Drive cross-functional strategic initiatives from framing through execution, coordinating across teams to maintain alignment and accountability
• Continuously evaluate and raise the bar for analytical quality, consistency, and interpretive rigor across all team outputs
• Support strategic planning cycles, scenario analysis, and ecosystem assessments as needed

Required Qualifications

• 5 to 8 years of experience in a rigorous analytical environment: management consulting, investment banking, product management, Big 4 advisory, or a high-performance in-house strategy or FP&A function
• Exceptional attention to detail with a natural instinct for catching inconsistencies and pressure-testing outputs before they reach stakeholders
• Strong critical thinking skills; able to consider the broader strategic implications of analysis, connect findings to business context, and ask the next right question
• Fluency with Excel including familiarity with statistics, optimization, customer retention, and cohort analysis frameworks, ideally in a recurring-revenue or SaaS context
• SQL proficiency strongly preferred; candidates without it must demonstrate a clear ability and willingness to become proficient quickly
• Outstanding written and verbal communication skills; able to convey nuanced analysis succinctly to both technical and non-technical audiences, including senior executives
• High degree of ownership and self-direction; comfortable operating with ambiguity and driving work forward independently

Preferred Qualifications

• Experience with Tableau, Snowflake, and emerging AI tools (e.g., Cursor, Zenlytic)
• Familiarity with Python or R for analytical work (a plus)
• Prior exposure to cloud software, SaaS, or contact center / CCaaS markets
• Experience supporting or preparing materials for board-level or executive leadership audiences

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.

$129,300.00 - $227,300.00

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.

If a Genesys employee referred you, please use the link they sent you to apply.

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 reasonable.accommodations@genesys.com.

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.