Senior Director, Global Partner Strategy, Programs & 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.

The Senior Director, Global Partner Strategy ,   Programs   & Operations   is a leadership role that   sits within the Sales Transformation and Enablement team, overseeing the team   of SMEs and program managers   responsible for evolving Genesys's global partner programs, multi-year strategy, and annual coverage and quota process, and leading the Manila-based partner sales and operations teams.  

This role requires a balance between hands-on execution and ensuring the team has the people, resources, and organizational buy-in to deliver each evolution of the program and strategy well. It oversees the Genesys global virtual partner support and sales teams in Manila, represents partner strategy to executive stakeholders across Sales, Marketing, Revenue Intelligence, Finance, Services, and Operations, and works closely with regional sales operations and regional partner sales leaders to address regional   nuances, enable partner-led growth, and improve partner experience.  

Success requires deep, hands-on partner program and operations experience; the judgment to navigate ambiguity in a constantly transforming   environment; strong financial and analytical fluency; and the ability to build strong relationships and lead through influence in a complex   global organization.  

Location : Remote within US (not limited to the states that the job is tagged to)

Role Description/Responsibilities:  

Strategy & Program   Leadership  

• Act as a thought partner and quality check on program design and execution — giving the team room to operate as subject-matter experts and knowing when to lean in directly. The team defines and evolves the strategy annually based on input from across the business; a draft proposal for next year is already in place.  

• The team has evolved the partner tiering and segmentation framework, engagement model, incentives, and motion-based   model   for FY28;   support the   implementation and   annual evolution of this framework going forward, including criteria, thresholds, and benefits differentiation across partner types (resellers, referral, STPs, GSIs).  

• Support the evolution of the   annual global partner strategy/program aligned to growth objectives and go-to-market priorities, soliciting input across the business and facilitating the annual strategy offsite and working sessions; make the final call on trade-offs the team surfaces.  

• Ensure the translation of   strategic objectives into execution roadmaps with clear success measures, and monitor annual partner KPIs — revenue targets, certifications, pipeline contribution — on an ongoing basis.  

• Support the regional partner operations and incentive teams in optimizing partner coverage models and incentives for sustainable growth, working cross-functionally with partner leaders and other stakeholders.  

• Drive partner compliance requirements, including program adherence, competency standards, and tier maintenance criteria; conduct regular reviews of partner performance against plan, identifying risks and opportunities and taking corrective action where needed.  

• Serve as the connective tissue across the teams responsible for partner enablement, keeping enablement content and delivery aligned to program requirements.  

Partner Incentives & Co-Investment  

• Support development of the global partner incentive strategy   — rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and outcomes — and ensure incentive programs   developed by the direct and extended teams   remain operationally scalable, compliant, and   properly   communicated   in each   region .  

Operational Rigor & Business Case  

• Regularly perform and review analytics to   drive the financial and feasibility rigor behind program decisions — ROI on incentive spend, cost-to-serve, and the business case for new or revised program elements.  

• Use partner performance data and analytics to validate program design, size opportunity and risk, and prioritize investment.  

• Set the governance and quality bar for program execution, compliance, and reporting, even where the team owns day-to-day delivery.  

• Maintain contract and legal   fluency and   route escalations to the right teams.  

People Leadership  

• Serve as the senior leader for the team that designs and runs the partner program day to day — securing the talent, budget, tooling, and organizational buy-in they need to execute.  

• Act as a thought partner on program and incentive design: pressure-test assumptions and recommendations, and flag risk before decisions reach executives.  

• Support the team   to own their programs as subject-matter   experts and   know when to lean in directly — drawing on personal experience having built and run partner tiering, incentive, and business-planning programs.  

• Coach for quality: review program design and analysis for rigor, and step into execution when timeline, quality, or risk requires it.  

• Develop a high-performing global partner strategy and programs team, direct and matrixed; grow the team's depth in program design, analytics, and partner operations, and invest in career growth and internal promotion.  

• Foster ownership, collaboration, and continuous improvement.  

Executive & Cross-Functional Alignment  

• Serve as strategic advisor and escalation point for executive stakeholders on partner strategy, incentives, and pe

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