Senior Business Operations Specialist

<p>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.</p><p></p><p>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.</p><p></p><p><span><b>This job description is a template for job requisitions please make sure to update according to the position you are hiring for</b></span></p><p></p><p><span><b>NOTE this is the same job description as the current open position.</b></span></p><p></p><p><b>Operations Specialist, CS Internal Operations</b></p><p>Reports to:  Director, CS Internal Operations and Automation</p><p></p><p><b>Function/Purpose</b></p><p></p><p>We are looking for a customer-focused individual to join our <b>Customer Success Operations</b> team. The <b>Operations Specialist</b> plays a crucial role in ensuring the seamless delivery of our products and services by providing timely, empathetic, and high-quality support to our customer-facing teams. This role requires close collaboration within the CS Ops team and across the organization to identify, resolve, and effectively communicate root causes and resolution paths to key stakeholders. To succeed in this role, you must demonstrate a passion for customer care, strong communication skills, excellent task management, and the drive to complete tasks efficiently and effectively. As part of the <b>CS Internal Operations and Automation</b> team, the Operations Specialist is also responsible for identifying root causes and analyzing processes to drive continuous improvements.</p><p></p><p><b>Responsibilities</b></p><ul><li><b>Provide end-user support for Genesys products and services:</b> Ensure timely and accurate resolution of requests by utilizing Genesys systems/tools through CS Operations and the Global Help Desk. Responsibilities include:<ul><li>Managing customer disputes by identifying root causes and collaborating cross-functionally to ensure successful and timely resolution.</li><li>Triaging and responding to billing and customer account inquiries.</li></ul></li><li><b>Deliver an exceptional customer experience:</b> Fulfill our commitment to empathetic, timely care while meeting or exceeding Customer Success Operations support KPIs and SLAs.</li><li><b>Collaborate cross-functionally:</b> Work with teams such as Order Management, Licensing, and Onboarding to achieve shared objectives and drive successful business outcomes.</li><li><b>Produce and maintain documentation:</b> Create and manage high-quality documentation to support internal processes and customer interactions.</li><li><b>Drive process improvements:</b> Analyze operational workflows and customer feedback to identify opportunities for process improvements that enhance efficiency and the overall customer experience.</li><li><b>Contribute to automation initiatives:</b> Collaborate with the CS Operations and Automation team to identify opportunities for automation that can streamline internal processes and reduce manual tasks, leading to greater operational efficiency.</li><li><b>Act as a subject matter expert (SME):</b> Serve as a key resource for other teams within the organization, providing guidance and expertise on the internal tools, processes, and best practices related to CS Internal Operations &amp; Automation.</li><li><b>Escalate complex issues when necessary:</b> Act as a point of escalation for unresolved or complex customer issues, ensuring that they are handled with the appropriate level of urgency and attention.</li><li><b>Maintain up-to-date knowledge of products and services:</b> Stay informed about the latest updates to Genesys products and services, as well as internal tools and processes, to provide accurate and informed support to customer-facing teams.</li><li><b>Support daily operations:</b> Assist with various tasks related to the day-to-day operations of the Customer Success Operations team as needed.</li></ul><p></p><p></p><p><b>Requirements: Skills &amp; Expertise</b></p><p></p><ul><li>Exceptional customer care skills: Proven ability to accurately identify and interpret customer needs, delivering solutions with empathy and understanding.</li><li>Knowledge of the customer lifecycle: Understanding of SaaS product related services and processes is optimal.</li><li>Strong interpersonal and communication abilities: Excellent written, verbal, and listening skills, with the ability to interact effectively with