Senior IT Operations Manager

2 weeks ago

Menlo Park, California, United States Genesys Cloud Services, Inc. Full time

Genesys Cloud Services, Inc. is a leader in enhancing customer and employee experiences for over 8,000 organizations worldwide. Our flagship platform, Genesys Cloud, is recognized as the premier AI-driven experience orchestration solution, empowering businesses of all sizes to deliver personalized and empathetic interactions at scale.

With a global workforce of over 6,000 dedicated professionals, we foster a culture of empathy and collaboration, enabling our employees to make significant contributions and take ownership of their roles. We invite you to join our team and help shape the future of customer experience.

We are currently seeking a dynamic Senior IT Operations Manager specializing in Customer & Partner Digital Experience. This pivotal role demands extensive expertise in partner business operations and a creative approach to problem-solving. You will collaborate across various departments to assess current challenges, identify opportunities for enhancement and automation, and develop a comprehensive backlog of user requirements. Your responsibilities will also include proposing best practices for business and system architectures, initiating proof of concept projects, and working closely with Product Owners, Business Systems Analysts, Architects, and Development teams to implement both custom and commercial solutions.

Key Responsibilities:

  • Guide and mentor a team of IT professionals, including Product Owners, Business Systems Analysts, Scrum Masters, and Developers, fostering their growth and enhancing team performance while managing priorities across various initiatives.
  • Provide both functional and technical guidance in evaluating and implementing processes to address complex business challenges.
  • Conduct thorough analyses of intricate business process requirements and propose suitable system solutions, ensuring accurate documentation of requirements.
  • Lead global projects related to Partners, Appfoundry, Partner Portal, and Deal Registration, managing scope definition, business requirements documentation, and testing coordination.
  • Champion a Digital as a Service approach, collaborating with TechStack applications such as Zift, AWS Marketplace, ServiceNow, Zuora, and Workday.
  • Engage directly with business teams across regions to deliver projects and support activities effectively.
  • Coordinate with other IT teams to ensure timely project delivery while adhering to the Software Development Life Cycle (SDLC) process and maintaining high-quality standards.
  • Oversee hiring and staffing processes to build a diverse and effective workforce, while also managing career development and performance discussions for team members.
  • Communicate the company's vision and strategy to the team, aligning functional and business objectives while addressing cross-functional challenges.
  • Act as a Growth Advocate for business development and a Change Management Champion.
  • Encourage cross-functional collaboration and information sharing to ensure the delivery of stable and scalable solutions that enhance customer satisfaction.
  • Drive continuous improvement in business processes and service offerings based on user feedback, focusing on automation and future GenAI capabilities.
  • Ensure compliance with IT General Controls (ITGC) during both development and support activities.

Requirements:

  • Over 10 years of experience in roles such as Product Owner, with a focus on implementing Partner Relationship Management (PRM) at scale.
  • Proficient in Partner Tools, Tech Stack, Deal Registration, and AppFoundry platforms, with the ability to integrate various marketing, sales, and customer portal systems with ERP solutions.
  • Demonstrated experience in defining roadmap strategies, feature delivery, and managing trade-offs within a product team.
  • Proven track record in managing technology products, including Salesforce, Zift, ServiceNow, and Customer/Partner Portals, as well as Data Analytics & Reporting tools like Tableau.
  • Expertise in promoting best practices and standards for Partner Management across the organization, including content creation and lifecycle management.
  • Strong problem-solving skills, with the ability to collaborate with cross-functional teams from IT and business across different regions.
  • Excellent influencing, facilitating, and consulting abilities when working with stakeholders from various business functions.
  • Outstanding communication and collaboration skills.
  • Experience in a global or remote services/business support environment.

Compensation:

This position offers a competitive salary, with a range that reflects the market. Actual salaries will vary based on the candidate's experience, qualifications, skills, and location. Additional performance-based bonus opportunities may also be available.

Benefits:

  • Comprehensive Medical, Dental, and Vision Insurance.
  • Telehealth services.
  • Flexible work schedules and remote work options.
  • Opportunities for professional development and career advancement.
  • Open Time Off policy in addition to 10 paid holidays.
  • 401(k) matching program.
  • Adoption Assistance and Fertility treatments.

For more information about our company benefits, please refer to our benefits page.

About Genesys:

Every year, Genesys orchestrates billions of exceptional customer experiences for organizations across more than 100 countries. Leveraging our cloud, digital, and AI technologies, we empower organizations to realize our vision of Experience as a Service, enabling them to deliver proactive, predictive, and hyper-personalized experiences that strengthen customer connections while enhancing employee productivity and engagement.

Genesys is an equal opportunity employer committed to fostering 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.

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