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.
Job Title
Senior Manager – Payment Solutions (Accounts Receivable)
Department
Finance / Order to Cash / Payments Operations
Job Summary
The Senior Manager, Payment Solutions – Accounts Receivable is responsible for leading the end-to-end disputes resolution function, ensuring timely, accurate, and compliant resolution of customer billing disputes. This role partners closely with Sales, Customer Success, Billing, Legal, and Order Management to minimize revenue leakage, reduce aging, and improve customer experience.
The role provides strategic leadership, operational oversight, and continuous improvement across dispute workflows, controls, analytics, and team performance.
Key Responsibilities
Leadership & Strategy
Lead and develop the Payment Solutions team analysts
Set strategy, goals, KPIs, and service-level agreements for dispute resolution
Drive a culture of accountability, continuous improvement, and customer-centric resolution
Serve as the escalation point for complex, high-risk, or high-dollar disputes
Communicate effectively and influence cross-functional leaders to align on and implement process, policy, and system changes that improve dispute resolution timelines, reduce backlog, and prevent recurring disputes.
Disputes Management
Oversee end-to-end dispute resolution for billing discrepancies, short pays, deductions, and product functionality disputes
Ensure timely investigation, documentation, and resolution in accordance with internal policies and external regulations
Partner with Legal and Compliance on dispute-related risks, audits, and regulatory requirements
Financial Impact & Controls
Reduce revenue leakage by improving dispute recovery rates and cycle times
Monitor dispute aging, root causes, write-offs, and recovery metrics
Ensure strong internal controls, audit readiness, and SOX compliance
Own dispute-related reserves, forecasting, and reporting
Cross-Functional Collaboration
Partner with Sales, Product, Billing, Customer Service, and Order Management to resolve root causes
Provide actionable insights to upstream teams to prevent recurring disputes
Process Improvement & Systems
Drive automation and system enhancements (ERP, dispute tools, case management platforms)
Standardize dispute workflows, documentation, and reporting
Leverage analytics to identify trends, root causes, and improvement opportunities
Lead or support system implementations, upgrades, and process transformations
Qualifications
Required
Bachelor’s degree in Finance, Accounting, Business, or related field
Minimum of 12 years' experience:
8–12+ years of experience in Accounts Receivable, disputes resolution, or order-to-cash
3–5+ years of people management experience
Strong knowledge of dispute resolution, deductions, and AR controls
Proven experience reducing dispute aging and improving recovery rates
Advanced Excel and reporting/analytics skills
Experience working cross-functionally with Sales, Legal, Product, and Order Management
Preferred
MBA or CPA
Experience with Salesforce, ServiceNow, Workday and dispute management tools
Change management or transformation experience
Key Competencies
Strategic thinking with strong operational execution
Data-driven decision-making
Stakeholder influence and negotiation
Risk management and attention to detail
Clear and effective communication
People development and coaching
Success Measures
Reduction in dispute aging and backlog
Improved dispute recovery and write-off reduction
Root-cause resolution and dispute prevention
Audit and compliance performance
Team engagement and productivity
#LI-AR2
#LI-Hybrid
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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 www.genesys.com.
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