2000011H Requisition #

About Customer Care Operations:

Genesys Customer Care Operations is about enabling our Customer Care organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Customer Care Operations team’s primary job is to enable the Customer Care organization to do their best work and not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage the best of class industry software and technologies to enable intelligent automation and self-service capabilities.


Job Summary:

The Process Manager will be responsible for working collaboratively across departments to help build Customer Care internal process improvement capabilities and design improvement plans. The Process Manager will be focused on driving efficiency, innovation, and standardization across Genesys Customer Care. A strong focus on alignment of company goals will drive strategic and operational activities within the Process Manager role. A key understanding of the end-to-end customer journey will be imperative as the Process Manager works to drive standardization and outcomes within Customer Care Operations and Genesys Care.


Key duties of the role:

  • The Process Manager is responsible for increasing productivity, enhancing efficiency, and driving an overall operational strategy across Customer Care

  • Oversees and manages the activities of the Customer Care Process Governance team to ensure Customer Care processes and procedures are in-line with overall Care and company goals

  • Ensures that the outcomes derivable from the Customer Care process are in line with the strategic goals of the company.

  • Work closely with the Customer Care Operations Analytics team to ensure our outcomes and processes are driven from meaningful data points with a focus on the value stream.

  • Act as a point of contact for operational processes, communicate with all Care business lines, vendors, and leadership as needed

  • Facilitate teams to critically review current processes for effectiveness, quality, and efficiency.

  • Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement.

  • Assist in promoting the implementation of best practices across all streams of Customer Care Operations.

  • Utilize agile principles when working to create, update, and deliver processes across all Customer Care lines of business

  • Strives to create processes and strategies that support a DevOps mindset. Creating a culture of practices and thought processes around delivering at a higher velocity and supporting the use of technology to improve agility and drive continuous improvement.

  • Service-minded in creating processes and strategies that focus on the key elements of Service Delivery: Service Culture, Service Quality, Employee Engagement, and Customer Experience.

  • Communicates new or modified processes and content to all teams impacted across Customer Care.

  • Understanding the customer journey both internally and externally from a process and procedure perspective.

  • Manage relationships with multiple internal and external stakeholders to deliver on key deliverable dates and services as it pertains to Customer Care Operations.



  • University or College Diploma in Business, Computer Technology, or Marketing

  • Relevant experience in CX, Operations, Process Management, Service Delivery, and Customer Success


Desired Experience:

  • +5 years of experience in operational process creation knowledge and Problem Management

  • Strategic planning utilizing Objectives and Key Results (OKR) methodology.

  • Understanding of the following methodologies: ITIL, CI/CD, DevOps, Agile, Six Sigma, Lean Six Sigma, ISO 27001 & 9001

  • Ability to work and set strategy based on a DevOps framework

  • Understanding of customer care organizations overall structure, desired outcomes, and culture

  • Strong organizational and multitasking skills with the ability to balance competing priorities

  • Demonstrated experience in process improvement and process design

  • Prepare and present rough drafts to internal teams and key stakeholders

  • Skilled at communicating with colleagues, management, and leadership on status and direction as it pertains to processes and strategy

  • Management skills: Includes business processes, people management, process mapping, team building, and measurement.

  • Focus on the future and movement towards more innovative principles.


Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution, and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility. Visit www.genesys.com #LI-CC1

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.



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