Senior Customer Success Operations Process & Automation Specialist
Senior Customer Success Operations Process & Automation Specialist
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Job Description
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 6000 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.
Reports to: Director Internal Customer Success Operations & Automation
Job Title: Senior Customer Success Operations Process & Automation Specialist
Function/Purpose
We are looking for highly motivated independent and passionate individual to join our Customer Success Operations team. This is a senior-level position responsible for driving operational excellence through process optimization automation initiatives and strategic improvements while ensuring exceptional customer support and cross-functional collaboration.
This role requires close collaboration within internal business partners to identify resolve and effectively communicate root cause (s) and solution designs resolution paths to key stakeholders. To succeed in this role you must demonstrate a passion for customer care by demonstrating strong communication skills excellent task management workflow design change management and the drive to complete tasks efficiently and effectively.
Success in this fast-paced environment requires innovation process mapping solution designing project management effective communication and flawless delivery.
This position will collaborate with team (s) globally with an emphasis on Latin America. Spanish Speaking is preferred.
Responsibilities:
Strategic Process Management
Analyze map and document business processes to identify inefficiencies and improve customer experience
Develop and maintain process governance standards ensuring consistency and alignment with corporate strategy
Assess and integrate emerging technologies including AI machine learning and robotic process automation (RPA) to drive operational efficiency
Lead program and change management initiatives for system implementations and rollouts
Operational Excellence & Support
Triage billing dispute and other operational questions using ServiceNow operating as both an individual contributor and as an escalation point for Operations Specialists
Manage high profile customer disputes by identifying root causes and ensuring timely resolution
Deliver exceptional customer experience while meeting or exceeding CS Operations support KPIs and SLAs
Support daily operations and assist with various CS Operations team tasks as needed include scheduled reporting
Cross-functional Leadership & Collaboration
Foster strong relationships with business stakeholders and technical teams
Facilitate cross-functional workshops and training sessions for new processes and technologies
Collaborate with Order Management Licensing and Onboarding teams to achieve shared objectives
Partner with CS Operations team (s) to deliver automation design
Influence leadership decisions through data-driven recommendations
Documentation & Knowledge Management
Create and maintain high-quality documentation for internal processes and customer interactions
Develop and document strategic process improvements
Maintain up-to-date knowledge of Genesys products services and internal tools
Serve as a subject matter expert (SME) for internal tools processes and best practices
Qualifications/ Skills Required and Preferred:
Excellent project management and change management skills
Superior analytical and problem-solving abilities
Outstanding communication and stakeholder management skills
Proven ability to lead cross-functional initiatives
Deep understanding of customer success operations
Strong understanding of automation technologies and AI-driven solutions
Spanish speaking is preferred
Proven track record in leading enterprise-wide transformation initiatives driving operational efficiency scalability and strategic business impact.
Expertise in evaluating and redesigning business processes to enhance efficiency scalability and effectiveness.
Advanced proficiency in process mapping workflow design frameworks and automation strategy development using tools (e.g. Visio Lucidchart Miro and RPA Platforms.
Extensive experience managing and executing organizational change management system rollouts and adoption strategies.
Strong ability to collaborate across teams influence decisions and present findings effectively.
Demonstrated ability to manage multiple concurrent projects ensuring consistent quality timely delivery and alignment with business priorities.
Genesys Cloud experience is favorable.
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$92100.00 - $170900.00Benefits:
Medical Dental and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
More details about our company benefits can be found at the following link:
If a Genesys employee referred you please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8000 organizations in over 100 countries 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 Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic personalized experience at scale. As the trusted platform that is born in the cloud Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time while driving stronger workforce engagement efficiency and operational improvements. Visit.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .
You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.
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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Required Experience:
Senior IC
Employment Type
Full-Time
