Global Sales Operations Manager

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.

Global Sales Operations Manager
Reports to: Ivan Pulecio, Director Global Programs and Latin America Sales Operations
Individual contributor role
 

This role will manage, align, and communicate global sales operations initiatives and activities with regional sales teams. The ideal candidate has a strong profile for documenting and communicating selling processes and benchmarks, including driving the consistent usage of sales methodology and pipeline management, to deliver accurate current and out-quarter forecasting. This role will collaborate cross-functionally to cascade our sales operating cadence, rules of engagement, and act as a trusted business partner to regional leadership in shaping execution and identifying process improvement opportunities.

Excellent communication skills are required for building presentations and tailoring them to sales, management, and executive audiences. An analytical ability to understand sales metrics, benchmarks, and KPIs, as well as to demo new processes, dashboards, and selling tools, is highly desired. The successful candidate will demonstrate the ability to influence across levels and functions, anticipate operational risks, and drive scalable global alignment.

Deliverables include the following:

• Manage and document a globally consistent operating cadence for global and regional forecasting, pipeline management, and quarterly business reviews, ensuring cross-functional accountability and executive-level visibility.
• Develop sales rules of engagement and lead governance process – this includes cross-border and partner opportunities, pipeline hygiene & SLA adherence, and cross-functional collaboration with Finance, HR, and Product teams.
• Draft instructions for sales operations processes and perform live demos of new dashboards, CRM features & functionality, and opportunity processes for sellers and sales leaders, supporting global enablement and adoption.
• Create and present whitepapers and slide decks documenting sales operations best practices for sellers, sales leaders, and executive audiences; synthesize insights into actionable recommendations for senior leadership.
• Document and action feedback on operating cadence, competitive positioning, products & commercial models, and market opportunities, supporting strategic planning discussions and future GTM optimization.
• Partner with regional and global leaders to identify process improvements, resource optimization opportunities, and sales productivity enhancements that contribute to long-term growth.
   

Qualifications:

• Excellent English, including documentation, communication, and presentation skills
• Master's degree in business or a quantitative field with 10+ years of experience in sales program management or sales operations (the preferred candidate should have experience in sales operations and another function such as finance and have experience working in a multi-national, matrixed organization in a Cloud or Saas company).
• Experience leading and owning cross-functional programs in a global high-growth organization
• Demonstrated experience presenting and communicating to sellers and executives
• Advanced experience with Microsoft PowerPoint, Excel, Tableau.
• Impeccable managerial and interpersonal influencing skills.
• Proven track record of effectively interacting with executive management.
   

Preferred Skills:

• Demonstrated ability to be a strategic thinker and proactive leader in an ambiguous environment; requires minimal supervision.
• Proven ability to adapt to shifting priorities and exercise sound judgment in high-pressure situations.
• Demonstrated experience and proficiency in effective communication of goals and strategies across multiple levels of an organization.
• High attention to detail including proven ability to manage multiple competing projects and priorities simultaneously.
• Demonstrated ability to dive deep in understanding the product, our business, and the competitive landscape.
• MBA or equivalent; Analytics or quantitative bachelor's degree preferred.

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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 

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