Order Management Team Lead - NA

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 be responsible for managing 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-functional teams to ensure that orders are processed accurately and within the department’s established SLAs. The team lead will also take part in cross-functional projects (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 Salesforce.com 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 OTC environment with positions of increasing responsibilities Degree in Accounting, Finance or related field required 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 Salesforce.com and NetSuite   #LI-Hybrid#LI-GF1 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 www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.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.