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.
Business Analyst - Product Support Operations
Job Description
The Business Analyst - Product Support Operations role is responsible for driving change through enhancement of existing business processes to increase efficiency, ensuring business continuity, and helping the organization meet its strategic goals and target metrics. This role partners closely with cross-functional teams to drive successful process and project implementations that reduce operational friction and improve overall performance.
Summary:
The Business Analyst - Product Support Operations role is key in optimizing how the organization operates by enhancing business processes to improve efficiency, reducing errors, and supporting business continuity and compliance. This role leads process and tool improvement initiatives, introduces new methods to elevate quality and customer satisfaction, and ensures changes are clearly communicated and successfully adopted. Through collaboration and the promotion of best practices, this role helps the organization achieve its operational goals and sustain long-term improvement.
This role is ideal for a proactive problem solver with strong analytical skills and a passion for driving meaningful operational improvements.
Key Responsibilities:
Identify, plan, and implement process improvements that reduce costs, minimize errors, and eliminate rework and manual efforts.
Introduce new methods, tools, and workflows that enhance product/service quality and improve customer satisfaction.
Communicate process changes effectively through clear, inclusive, and multi-channel communications.
Promote, document, and share best practices to ensure process improvements are sustainable and adopted across the organization.
Requirements:
3–5+ years of experience in business process improvement, operations, or a related role, with a proven track record of driving successful process changes.
Knowledge of process improvement methodologies
Strong analytical and critical-thinking skills with the ability to interpret data, evaluate processes, and recommend actionable improvements.
Excellent communication and change management abilities to effectively convey process changes and influence adoption across diverse teams.
Solid project management experience, including planning, executing, and monitoring process improvement initiatives to ensure successful implementation.
Proficiency in process documentation and workflow tools (e.g., Visio, Lucidchart,), with the ability to create clear, scalable, and sustainable process materials.
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:
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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.