Senior Manager, Payment Solutions

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.

Job Title

Senior Manager Payment Solutions (Accounts Receivable)

Department

Finance / Order to Cash / Payments Operations

Job Summary

The Senior Manager Payment Solutions Accounts Receivable is responsible for leading the end-to-end disputes resolution function ensuring timely accurate and compliant resolution of customer billing disputes. This role partners closely with Sales Customer Success Billing Legal and Order Management to minimize revenue leakage reduce aging and improve customer experience.

The role provides strategic leadership operational oversight and continuous improvement across dispute workflows controls analytics and team performance.

Key Responsibilities

Leadership & Strategy

• Lead and develop the Payment Solutions team analysts

• Set strategy goals KPIs and service-level agreements for dispute resolution

• Drive a culture of accountability continuous improvement and customer-centric resolution

• Serve as the escalation point for complex high-risk or high-dollar disputes

• Communicate effectively and influence cross-functional leaders to align on and implement process policy and system changes that improve dispute resolution timelines reduce backlog and prevent recurring disputes.

Disputes Management

• Oversee end-to-end dispute resolution for billing discrepancies short pays deductions and product functionality disputes

• Ensure timely investigation documentation and resolution in accordance with internal policies and external regulations

• Partner with Legal and Compliance on dispute-related risks audits and regulatory requirements

Financial Impact & Controls

• Reduce revenue leakage by improving dispute recovery rates and cycle times

• Monitor dispute aging root causes write-offs and recovery metrics

• Ensure strong internal controls audit readiness and SOX compliance

• Own dispute-related reserves forecasting and reporting

Cross-Functional Collaboration

• Partner with Sales Product Billing Customer Service and Order Management to resolve root causes

• Provide actionable insights to upstream teams to prevent recurring disputes

Process Improvement & Systems

• Drive automation and system enhancements (ERP dispute tools case management platforms)

• Standardize dispute workflows documentation and reporting

• Leverage analytics to identify trends root causes and improvement opportunities

• Lead or support system implementations upgrades and process transformations

Qualifications

Required

• Bachelors degree in Finance Accounting Business or related field

• Minimum of 12 years experience:

• 812 years of experience in Accounts Receivable disputes resolution or order-to-cash

• 35 years of people management experience

• Strong knowledge of dispute resolution deductions and AR controls

• Proven experience reducing dispute aging and improving recovery rates

• Advanced Excel and reporting/analytics skills

• Experience working cross-functionally with Sales Legal Product and Order Management

Preferred

• MBA or CPA

• Experience with Salesforce ServiceNow Workday and dispute management tools

• Change management or transformation experience

Key Competencies

• Strategic thinking with strong operational execution

• Data-driven decision-making

• Stakeholder influence and negotiation

• Risk management and attention to detail

• Clear and effective communication

• People development and coaching

Success Measures

• Reduction in dispute aging and backlog

• Improved dispute recovery and write-off reduction

• Root-cause resolution and dispute prevention

• Audit and compliance performance

• Team engagement and productivity

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About Genesys:

Genesys empowers more than 8000 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.

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