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 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 TitleSenior Manager – Payment Solutions (Accounts Receivable)DepartmentFinance / Order to Cash / Payments OperationsJob SummaryThe 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 ResponsibilitiesLeadership & StrategyLead and develop the Payment Solutions team analystsSet strategy, goals, KPIs, and service-level agreements for dispute resolutionDrive a culture of accountability, continuous improvement, and customer-centric resolutionServe as the escalation point for complex, high-risk, or high-dollar disputesCommunicate 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 ManagementOversee end-to-end dispute resolution for billing discrepancies, short pays, deductions, and product functionality disputesEnsure timely investigation, documentation, and resolution in accordance with internal policies and external regulationsPartner with Legal and Compliance on dispute-related risks, audits, and regulatory requirementsFinancial Impact & ControlsReduce revenue leakage by improving dispute recovery rates and cycle timesMonitor dispute aging, root causes, write-offs, and recovery metricsEnsure strong internal controls, audit readiness, and SOX complianceOwn dispute-related reserves, forecasting, and reportingCross-Functional CollaborationPartner with Sales, Product, Billing, Customer Service, and Order Management to resolve root causesProvide actionable insights to upstream teams to prevent recurring disputesProcess Improvement & SystemsDrive automation and system enhancements (ERP, dispute tools, case management platforms)Standardize dispute workflows, documentation, and reportingLeverage analytics to identify trends, root causes, and improvement opportunitiesLead or support system implementations, upgrades, and process transformationsQualificationsRequiredBachelor’s degree in Finance, Accounting, Business, or related fieldMinimum of 12 years' experience:8–12+ years of experience in Accounts Receivable, disputes resolution, or order-to-cash3–5+ years of people management experienceStrong knowledge of dispute resolution, deductions, and AR controlsProven experience reducing dispute aging and improving recovery ratesAdvanced Excel and reporting/analytics skillsExperience working cross-functionally with Sales, Legal, Product, and Order ManagementPreferredMBA or CPAExperience with Salesforce, ServiceNow, Workday and dispute management toolsChange management or transformation experienceKey CompetenciesStrategic thinking with strong operational executionData-driven decision-makingStakeholder influence and negotiationRisk management and attention to detailClear and effective communicationPeople development and coachingSuccess MeasuresReduction in dispute aging and backlogImproved dispute recovery and write-off reductionRoot-cause resolution and dispute preventionAudit and compliance performanceTeam engagement and productivity#LI-AR2#LI-HybridIf 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: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 reasonable.accommodations@genesys.com.You can expect a response within 24–48 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 accommodation—such as application follow-ups or resume submissions—may 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 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.