Why This Job is Featured on The SaaS Jobs
Genesys sits in the enterprise SaaS layer where product value is delivered through repeatable, cross functional execution as much as through features. A Business Process Excellence director role matters in that context because subscription businesses accumulate operational complexity across sales, support, product, and finance as they scale usage, regions, and platform capabilities. The remit signals a focus on building an operating system that can support change, including AI adoption, without relying on ad hoc heroics.
For a SaaS career, this kind of work builds durable leverage. Process architecture, governance, and operating model design translate across cloud companies because they sit upstream of metrics that recur in SaaS: retention, service efficiency, forecast reliability, and time to value. The role also offers exposure to how decisions propagate across functions, which is often the difference between local optimization and enterprise outcomes in recurring revenue models.
This position tends to fit operators who like ambiguity but prefer structural solutions over constant firefighting. It will suit someone comfortable influencing senior stakeholders, mapping work as a system, and landing standards that teams actually adopt. It is a strong match for professionals aiming to be the person who makes scale sustainable rather than simply larger.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
#LI-Remote
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.
$163,100.00 - $286,900.00
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.
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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.
