Senior Business Operations Manager

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 e