Director, Business Process Excellence

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.

What this role is:

As Director, Business Process Excellence at Genesys, you will lead the evolution of the enterprise operating system.

This role exists to answer a fundamental question: How does work actually get done across the company, and how can it be done better?

You will establish the frameworks, governance, and process architecture that enable the organization to operate with greater clarity, consistency, and scalability. Working across functions, you will identify opportunities to simplify complexity, reduce operational friction, and improve enterprise-wide execution.

Success in this role requires balancing strategic thinking with practical execution. You will help shape future-state operating models while building the foundational capabilities that support transformation, growth, AI adoption, and potential corporate development activity.

What this role isn't:

This role is not a project management function.

It is not focused on documenting processes for compliance purposes.

It is not responsible for executing business initiatives on behalf of functional teams.

Success is measured by improved operational effectiveness, stronger cross-functional alignment, and the creation of scalable operating foundations.

What you'll bring to the table:

• Deep expertise in operating model design, business process architecture, and organizational effectiveness.

• Experience leading enterprise-wide process transformation initiatives.

• Ability to navigate ambiguity and influence leaders across multiple business functions.

• Strong systems-thinking mindset with the ability to connect individual processes to broader business outcomes.

• Proven ability to establish governance models, standards, and operating frameworks that scale.

Some details about what you'll do:

• Establish and maintain enterprise process architecture and process governance standards.

• Develop and oversee a centralized process repository and ownership framework.

• Lead future-state operating model design initiatives across critical business functions.

• Partner with business leaders to identify opportunities for cross-functional optimization.

• Drive operational simplification and standardization efforts.

• Build long-term process management capabilities across the organization.

Requirements:

• 10+ years of experience in process excellence, operating model design, business transformation, or management consulting.

• Experience leading enterprise-scale transformation or operational redesign programs.

• Strong executive stakeholder management and influencing skills.

• Demonstrated success building governance models and operational frameworks.

• Experience in SaaS, technology, or high-growth organizations preferred.

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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

Click here to view a summary overview of our Benefits.

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:

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.

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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.