Order Management Team Lead

Order Management Team Lead - NA page is loaded

Order Management Team Lead - NA Apply locations Manila, Philippines time type Full time posted on Posted Today job requisition id JR103927

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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: Order Management Team Lead – North America

Location: Manila, Philippines

Role Summary:

The OM Team Lead will beresponsibleformanaging a team of regional Order Management analysts (for the Americas) for one of the largest private B2B software companies. This position will oversee regional day to day operations of the team by ensuring timely and accurate processing of orders, billings, and credit memos. This will include partnering with cross-functionalteams to ensure that orders are processed accurately and within the department's established SLAs. The team lead will also take part in cross-functionalprojects (e.g., continuous improvement, system enhancement, root cause analysis...) for a more effective and efficient order management process. The department is very busy during month-end, quarter-end, and year-end therefore it is critical (coordinating with the NA Manager) to prioritize, organize and efficiently direct the team's workload to achieve maximum efficiency and meet the deadline.

Key Responsibilities: In this role, the primary responsibilities will include (but are not limited to):

• Ensure timely order processing and invoicing using and Netsuite.
• Responsible for the team's timely and effective issue resolution/escalation, reconciliations, and dispute management (with Revenue, Collections, Finance)
• Act as the focal point of contact for Order Management in dealing with Sales, Deal Desk, Revenue, Credit and Collections, Customer Success, Professional Services, and other business units.
• Collaborate with cross-functional teams to streamline processes, implement best practices, and use technology to enhance OM processes
• Help maintain adequate internal controls:
• Ensure adequate understanding of controls
• Ensure operational effectiveness of internal controls (e.g., ensure OM checklists are completed and attached and pending orders are appropriately monitored for timeliness of order processing)
• Identify risks and process gaps to ensure control design remains effective
• Requires strong analytical skills, leadership abilities, and adequate understanding/experience of OM processes and related systems.

Core competencies:

• Leadership
• Analytical/critical thinking skills
• Time Management
• Collaborative
• Training and development
• Process optimization/improvement – come with new ideas to better our processes
• Organizational skills
• SFDC reporting
• Compliance

Work Experience Qualifications/Requirements:

• 4+ years' experience in OTCenvironmentwith positions of increasing responsibilities
• Degree in Accounting, Finance or related fieldrequired or equivalent in work experience
• Software industry preferred
• Ability to work Eastern Standard Time
• Advanced skill sets in critical thinking, time management, strategizing, and transformation
• Proficiency in Spanish a plus
• Outstanding and effective interpersonal skills along with strong communication skills both verbal and written to interface with all levels of organization
• Ability to manage and communicate with remote teams during non-traditional business hours
• Experience with and NetSuite

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

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit .

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Genesys is an equal opportunity employer committed to 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.

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

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Employee Referral

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

About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit .

Genesys is an equal opportunity employer committed to diversity 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.

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