Program Specialist, SCO Operations

About this role

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.

Role Overview:

Help shape how Genesys Solution Consulting operates at scale by strengthening the programs, reporting, and business processes that give teams and leaders clear visibility into performance and priorities. As a Program Specialist, Solution Consulting Operations, you will help turn operational data and cross-functional activity into consistent execution across regional and global teams. You will own the coordination and tracking of key operational programs, maintain KPI and reporting processes, and drive alignment across stakeholders to keep initiatives moving forward. Your work will improve the accuracy, consistency, and scalability of the processes that support Solution Consulting and its customer-facing teams. This role offers broad exposure to global Solution Consulting initiatives and opportunities to expand your capabilities across program management, analytics, business operations, and executive-level reporting. You will partner with cross-functional stakeholders and leadership while building the operational foundation that helps teams make informed decisions and deliver better experiences for customers. At Genesys, collaboration, empathy, and ambitious thinking shape how teams solve meaningful customer and business challenges. Your ability to bring structure to complexity, communicate clearly, and continuously improve how work gets done will directly influence the effectiveness of a global organization.

Key Responsibilities: • Coordinate operational programs, organizational initiatives, and recurring business activities to drive consistent execution across the Solution Consulting organization

• Drive planning, execution, and tracking across enablement programs, partner activities, and cross-functional workstreams to keep priorities aligned and deliverables on schedule

• Maintain project plans, timelines, action trackers, documentation, and centralized repositories that improve visibility, accountability, and operational consistency

• Coordinate stakeholder meetings, follow-up actions, communications, and deliverables to strengthen alignment across regional, global, and cross-functional teams

• Manage recurring KPI tracking, dashboards, scorecards, and business review processes that provide leaders with accurate and timely visibility into organizational performance

• Validate and organize operational data from multiple stakeholders and business systems to improve reporting accuracy and support informed decision making

• Develop leadership presentations, operational updates, and reporting materials that translate business data into clear insights, progress updates, and areas requiring attention

• Support ad hoc reporting and operational priorities while maintaining consistent standards for accuracy, responsiveness, and execution

• Improve scalable reporting, program management, and operational processes that enable the Solution Consulting organization to work more efficiently as business needs evolve

Required Qualifications: • Bachelor's degree in Business, Operations, Management, Communications, or a related field, or equivalent work experience

• 2 to 4 years of experience in business operations, program coordination, project management, or related operational initiatives

• Strong organizational, analytical, and problem-solving capabilities, with demonstrated ability to bring structure to multiple concurrent priorities

• Experience partnering with cross-functional stakeholders and coordinating work across teams with different priorities and dependencies

• Strong written and verbal communication skills, with the ability to present information clearly to technical and non-technical audiences

• Demonstrated attention to detail and a consistent record of maintaining accurate data, reporting, documentation, and operational processes

• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, and Teams

Preferred Qualifications: • Experience supporting sales, presales, solution consulting, customer success, or another customer-facing organization

• Experience with KPI reporting, dashboards, scorecards, operational reporting, or business performance analysis

• Experience working within a global organization and coordinating stakeholders across multiple regions and time zones

Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$73,400.00 - $129,200.00 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

Click here to view a summary overview of our Benefits.

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, learni

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