Senior Customer Success Operations Process & Automation Specialist

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 Title: Senior Customer Success Operations Process & Automation Specialist

Reports to: Director, Internal Customer Success Operations & Automation

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.

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 candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• 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: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.