Manager, Americas Order Management

About the role

The Manager, Americas Order Management protects revenue integrity, enables scalable growth and delivers a consistent customer experience across North America and Latin America. The role owns regional Order Management and billing operations, ensuring accurate, timely and SOX-compliant execution, and leads a geographically distributed team. It works closely with Sales, Finance, Revenue Operations, Customer Success, Business Technology, Legal and Receivables Management, and offers visibility into regional and global initiatives.

Key responsibilities

• Lead Order Management and billing operations across North America and Latin America, supporting regional business growth
• Drive regional performance through service level objectives, KPIs, workload planning, capacity management and data-driven insights
• Develop and coach a distributed team through accountability, feedback, career development, succession planning and continuous learning
• Partner with Sales, Finance, Revenue Operations, Customer Success, Legal and Receivables Management to resolve complex issues and improve the customer experience
• Strengthen financial and operational integrity by identifying risks, reinforcing SOX controls and driving adherence to governance standards
• Serve as a senior escalation point for complex order, billing and customer issues
• Perform transaction-level reviews and oversee priorities during month-end, quarter-end and year-end close periods
• Work with the Order Management Assurance team on emerging risks, controls and process improvements
• Drive efficiency, quality and scalability through process optimization, automation, AI-enabled capabilities and workflow enhancements
• Lead regional adoption of global transformation initiatives and standardize operating procedures across the Americas
• Report operational performance, risks, trends and strategic initiatives to leadership

Required profile

• Bachelor's degree in Accounting, Finance, Business Administration or a related field
• 8+ years of progressive experience in Order-to-Cash, Order Management, Revenue Operations, Finance or related functions in a SaaS or technology organization
• Demonstrated experience leading geographically distributed teams
• Strong understanding of Quote-to-Cash processes, billing, revenue operations, internal controls, SOX compliance and operational risk management
• Success managing complex cross-functional issues and strong analytical and financial acumen
• Ability to support extended hours during close periods

Required skills

• Quote-to-Cash, billing and revenue operations
• SOX compliance and internal controls
• Process improvement, operational standardization, automation and workflow optimization
• Preferred: Salesforce, Zuora, Workday; preferred: experience in North American and Latin American markets

Genesys describes its culture as flexible-first, with growth through mentorship and learning, and benefits such as paid volunteer time, August Free Fridays and well-being resources.