Senior Business Analyst - Product Support Operations

Location: Manila (Flexible) Employment: Full time Team: WFM & OPS Reports to: Senior Manager, Program Mgmt & Tools

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Job Description

The Senior 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 implementation that reduce operational friction and improve overall performance.

Summary

The Senior 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 actional 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, Lucid chart) with the ability to create clear, scalable, and sustainable process materials.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.