Manager, Order Management Assurance

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.

Job Description

Job Title: Manager, Order Management Assurance
Department: Order Management
Reports To: Senior Manager, Order Management Assurance
Employment Type: Full-time

Job Summary

We are seeking a Manager, Order Management (OM) Assurance (P4) to serve as a senior individual contributor within the OM Assurance function. This role plays a critical position in ensuring the accuracy, integrity, scalability, and control effectiveness of the end-to-end order management lifecycle across systems, teams, and geographies.

Operating with a high degree of autonomy, this role drives complex OM assurance initiatives, influences cross-functional policies and practices, and delivers insights that impact accurate and timely order processing and invoicing. The Manager, OM Assurance is a trusted advisor working with Revenue Accounting, Customer Success, and Finance leadership.

Key Responsibilities – Advanced Analytics, Insight & Process Leadership

• Performs analysis of complex operational data to identify risks, control gaps, and optimization opportunities.
• Delivers actionable, data-driven insights that influence decision-making across OM.
• Support automation initiatives to reduce manual order errors
• Participates in and influences cross-functional process improvement initiatives.
• Leads or oversees User Acceptance Testing (UAT) and system enhancements.

Reconciliations, Controls & Risk Management

• Owns complex reconciliations across Salesforce, Zuora, Workday, and related systems – reconcile large datasets across multiple systems.
• Develops and manages monitoring dashboards and control reports.
• Reconcile large datasets across multiple systems
• Plays a lead role in audit readiness and internal controls.
• Knowledge of SOX controls related to order management and revenue processes
• Experience designing and testing preventative and detective controls
• Familiarity with audit requirements and internal control documentation
• Ability to assess operational risk, control gaps and inefficiencies in complex billing structures
• Influences order management standards and policies.

Month-End / Quarter-End Support

• Supports critical close activities ensuring accuracy and timeliness.
• Oversees workflows and delegates tasks where appropriate.
• Acts as escalation point for complex close issues.
• Provides leadership insights on close performance and risks.

Qualifications & Experience

• Experience

  • 8+ years relevant experience in operational assurance, audit, finance, or order management with a strong background in internal controls and risk management.

  • Bachelor’s degree required; Accounting or Finance preferred.

  • Experience with Salesforce, Zuora, and Workday preferred.

  • Strong communication and independent problem-solving skills.

  • Familiarity with SaaS a strong plus

• Technical Skills:

  • Strong analytical skills with advanced proficiency in Excel, Tableau and other reporting tools and dashboards

  • Deep understanding of the order to cash lifecycle: quote → order → billing → revenue → renewals

  • Experience with the use AI/automation tools a strong plus

  • Ability to interpret and manipulate large data sets for analysis and reporting.

  • Ability to redesign workflows to balance speed and accuracy

  • Experience with Salesforce, Zuora Billing, and/or Workday preferred

• Competencies:

  • Exceptional attention to detail with strong problem-solving abilities.

  • Strong written and verbal communication skills

  • Continuous improvement mindset using metrics and issues tracking

  • Ability to work independently, prioritize effectively, and thrive in a fast-paced environment (virtual/global), particularly during peak close cycles (month-end, quarter-end)

  • Demonstrated ability to document and improve Standard Operating Procedures (SOPs)

  • Ability to work core business hours aligned with the North American Eastern Time Zone

#LI-PR1
#LI-Hybrid

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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:

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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.

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