Director, Americas Order Management

About this role

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 Director, Americas Order Management shapes the strategy and performance of end-to-end order management and billing operations across North America and Latin America, directly influencing financial integrity, operational scalability, and the customer experience. This leader owns the regional operating model and ensures the organization can support business growth while maintaining accurate, compliant, and efficient order-to-cash operations.  As a strategic partner to senior leaders across Sales, Finance, Revenue, IT, Customer Success, Legal, and Receivables Management, this role drives alignment on complex business decisions, strengthens governance, and simplifies the order and billing lifecycle. The Director uses data, financial insight, and sound judgment to address systemic challenges, manage operational risk, and improve enterprise performance.  The role leads modernization across the Americas through automation, AI-enabled capabilities, RPA, workflow optimization, and technology adoption. By improving processes and strengthening global consistency, this leader enables teams to operate with greater accuracy, efficiency, and scale while delivering better experiences for customers and internal partners.  This position also develops a high-performing, geographically distributed organization grounded in empathy, accountability, collaboration, and shared success. With visibility across enterprise initiatives and senior leadership, the Director will expand their influence across global order management strategy while developing future leaders and helping shape how Genesys scales its operations.They are equally comfortable rolling up their sleeves to remove obstacles and deliver results. 

Key Responsibilities  • Define and execute the Americas Order Management strategy, aligning regional priorities, investments, and operating plans with global objectives and business growth 

• Lead end-to-end order management and billing operations across North America and Latin America, improving operational performance, financial accuracy, compliance, and customer experience 

• Own regional operating priorities, organizational design, resource planning, and capacity strategies to ensure the function scales effectively with changing business demand 

• Establish KPIs, service level objectives, governance frameworks, and operating metrics that strengthen accountability, increase performance visibility, and enable informed decision making 

• Strengthen the regional control environment through effective SOX compliance, audit readiness, financial governance, and operational risk management 

• Partner with senior leaders across Sales, Finance, Revenue, IT, Customer Success, Legal, and Receivables Management to influence business decisions, resolve systemic challenges, and deliver complex cross-functional initiatives 

• Lead transformation initiatives using automation, AI-enabled capabilities, RPA, workflow optimization, and technology adoption to increase productivity, accuracy, quality, and scalability 

• Drive standardization and continuous improvement across policies, processes, and operating procedures while balancing regional business requirements with global consistency 

• Leverage data, analytics, and business insights to identify performance opportunities, address root causes, and improve the effectiveness of order-to-cash operations 

• Build organizational capability through succession planning, leadership development, coaching, and talent management, creating a strong pipeline of future leaders 

Required Qualifications  • Bachelor's degree in Accounting, Finance, Business Administration, or a related field 

• 12+ years of progressive leadership experience in, Finance, Accounting, Audit, Revenue Operations, or related business operations within a global SaaS or technology organization 

• Proven experience leading geographically distributed teams across complex regional or global operating environments 

• Strong understanding of revenue operations, SOX and internal controls, financial governance, audit readiness, and enterprise risk management 

• Demonstrated experience leading large-scale business transformation involving automation, AI, RPA, workflow optimization, or process redesign 

• Demonstrated executive communication and stakeholder management skills, with the ability to influence senior leaders and drive alignment across cross-functional organizations 

• Strong business and financial acumen, with demonstrated ability to use data and operational insights to guide decisions and manage complex business challenges 

• Ability to support extended hours during critical month-end, quarter-end, and year-end close periods 

Preferred Qualifications:  • Experience with Salesforce, Zuora, or Workday platforms 

• Experience scaling order management, billing, or order-to-cash operations within a global SaaS or technology business 

• Proven track record of leading organizations through significant growth, operational transformation, or technology-enabled change 

• Strong background in developing leaders, succession planning, and building high-performing teams in geographically distributed environments 

Core Competencies  • Strategic Leadership 

• Business and Financial Acumen 

• Executive Influence and Stakeholder Management 

• Risk Management and Governance 

• Business Transformation and Automation 

• Organizati

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