Genesys · 4 weeks ago
Principal, Operational Excellence and AI Enablement
United States
Full-time
Remote
Lead/Staff
$133K/yr - $234K/yr
8+ years expGenesys is a company that empowers organizations to enhance customer and employee experiences through its AI-powered platform. The Principal, Operational Excellence & AI Enablement role focuses on designing AI-enabled HR operating models and intelligent workflows that improve efficiency and the employee experience across the organization.
Artificial Intelligence (AI)Customer ServiceCloud ComputingSaaSSoftwareCall CenterDebt Collections
Responsibilities
Facilitate co-design of the AI-enabled HR operating model across the employee lifecycle in partnership with HR functions, leaders, and subject matter experts
Lead structured design sessions to align on future-state workflows, service delivery models, decision rights, and role implications
Ensure operating model designs balance operational effectiveness, scalability, and a cohesive, human-centered employee experience
Translate enterprise strategy into practical workflow blueprints with clear governance and ownership structures
Design integrated employee journeys that connect processes, platforms, and touchpoints into a seamless lifecycle experience
Align AI-enabled workflows to reinforce and operationalize the company’s Employee Value Proposition, ensuring consistency across interactions
Reduce friction, handoff breakdowns, and system silos that create fragmented employee experiences
Define experience-focused KPIs, including effort score, perceived responsiveness, trust, adoption, and sentiment, alongside operational performance metrics
Partner with HR subject matter experts, HRIS, IT, and shared services teams to co-design end-to-end workflows integrating Workday, ServiceNow, Genesys Cloud, and related technologies
Define orchestration logic, automation triggers, AI intervention points, and escalation pathways
Ensure workflow designs are intuitive, transparent, compliant, and scalable across a global workforce
Align integration decisions with enterprise architecture standards and long-term technology strategy
Advise HR leaders on where AI augments human expertise, including personalization, insight generation, and decision support, and where automation reduces repetitive, low-value work
Evaluate use cases through both business impact and employee experience lenses
Apply structured frameworks to assess value, feasibility, readiness, and risk prior to scaling solutions
Embed responsible AI principles into workflow design and governance models
Develop impact models that quantify operational gains, including cycle time reduction, cost-to-serve improvement, and productivity shifts
Measure experience improvements aligned with EVP commitments and organizational culture
Present structured design options with clear trade-offs to enable informed, data-driven decision making
Ensure workflow redesign delivers measurable business outcomes and sustainable value realization
Act as a strategic design partner across HR Centers of Excellence, shared services, and business-facing teams to ensure alignment and coherence
Build strong partnerships with IT and HRIS to bridge business intent and technical feasibility
Establish guiding design principles that reinforce simplicity, integration, compliance, and EVP alignment
Surface system dependencies, sequencing risks, and organizational impacts early to support responsible implementation planning
Qualification
Required
8 or more years of experience in HR operations, service delivery design, digital transformation, or enterprise workflow architecture
Demonstrated success redesigning end-to-end processes and operating models in technology-enabled environments
Deep experience working with enterprise platforms, including Workday and ServiceNow, and orchestration technologies such as Genesys Cloud or comparable solutions
Proven ability to design intelligent workflows integrating systems of record, case management platforms, and orchestration layers
Experience embedding automation and AI into operational processes to improve efficiency and employee experience
Strong consultative skills with a track record of facilitating cross-functional design decisions with HR leaders, subject matter experts, HRIS, and IT teams
Experience mapping and optimizing employee journeys, with measurable improvements in service quality and experience metrics
Ability to evaluate AI and automation use cases using structured frameworks addressing value, feasibility, risk, and organizational readiness
Strong analytical capability to model operational impact, including cycle time, cost-to-serve, capacity shifts, and experience outcomes
Bachelor's degree required
Preferred
Advanced degree in Business, HR, Organizational Design, or related field preferred
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
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce Ventures,ServiceNowSalesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Anthony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-05-06
Company data provided by crunchbase