Business Strategy & Operations Manager

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Summary:

Genesys Cloud is in hyper-growth mode. The mission of Genesys Product Business Strategy & Operations team is to support Product leadership to develop growth strategy and drive strategic & operational initiative execution.

As a Business Strategy & Operations Manager, you will bring your leadership, business acumen, communications, and analytical skills to the Genesys Product Business Strategy & Operations team. In this role, you will be exposed to all aspects of the Genesys Cloud business with primary responsibilities on strategy development, executive communications, strategic planning, program management, business analytics etc. Additionally, you will add value by working with cross-functional teams within and beyond Genesys Product to ensure business strategy are executed in a timely manner within scope. We are looking for an analytical and structured problem solver and a strong relationship builder that can manage competing priorities in a rapidly growing business.

The Ideal Candidate:

The ideal candidate is a highly motivated leader with experience developing and executing winning growth strategies. The candidate should have deep strategy development experience and a rigorous analytic background with top consulting and/or banking firms and product experience with software companies.

This role will help the company achieve both iterative and transformational growth within CCaaS (Contact Center as a Service) and beyond. The role’s focus spans from broad TAM expansion strategy, specific vertical or market segment deep-dives, to strategic long-term projects. As such, this role will be strongly cross-functional, with significant exposure to product, operations, analytics, and senior leadership. Examples of work include:

• Build dynamic models to inform decision-making, such as collaborating with product management and corporate development to inform build vs. buy decisions.
• Build concise presentations that summarize your findings and lead to clear recommendations, share your work cross-functionally; complement quantitative insights with qualitative data, competitive analysis, customer interviews etc.
• Lead specific growth projects, informed by your analyses, from project design to operational execution, tracking, and scale-up.

Key Responsibilities:

• Drive business strategy development & alignment to support Chief Product Offer and senior product leadership.
• Identify growth opportunities in the adjacent markets through financial modelling & analysis, competitive market research and collaboration with Product Management and corporate development teams.
• Drive end-to-end acquisition integration within Genesys.
• Program manage top business unit value creation initiatives, drive cross-functional alignment and operational excellent in execution
• Identify unmet or underserved needs of the business unit, continuously evaluating & improve business strategy & operations.

Minimum Requirements:

• Quantitative bachelor’s degree - MBA preferred.
• 5+ years of working experience (business consulting or banking backgrounds a strong plus)
• Strong analytical and structured problem-solving skills
• Demonstrated leadership in cross-functional program management - at least 2 years of experience managing cross-functional programs/projects in a global company.
• Excellent business communication skills, written & verbal.
• High emotional intelligence – able to establish productive & positive working relationships with co-workers with varying technical & business backgrounds.
• Growth & agile mindset with strong work ethics, embracing diversity.
• Demonstrated proficiency in PPT, Excel & Tableau
• Prior experience in B2B SaaS and Social Media a plus

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

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit

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Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to equity 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.

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