Senior Program Manager Professional Services

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.

Lead Genesys Professional Services' most strategic and business-critical customer transformation programs, shaping how global enterprises modernize customer experiences and realize value from Genesys solutions. With broad autonomy and executive visibility, this role owns program strategy, governance, financial performance, organizational change, risk management, and delivery excellence across complex, multi-year initiatives involving multiple workstreams, partners, and vendors.

As a trusted advisor to customer executives and Genesys senior leaders, you will influence critical decisions, align competing priorities, and connect transformation objectives to measurable customer and business outcomes. Your leadership will help customers accelerate adoption and improve experiences through Genesys Cloud, AI, automation, analytics, integrations, and modern customer experience capabilities.

You will also strengthen Professional Services at scale by mentoring program leaders, advancing governance and delivery practices, and translating lessons from strategic engagements into repeatable capabilities. The role provides meaningful exposure to enterprise initiatives and senior leadership, creating opportunities to expand your influence across complex customer transformations and the broader Professional Services organization.

Key Responsibilities: • Lead Genesys' largest and most complex enterprise transformation programs, defining the strategy, governance, success criteria, and execution roadmap needed to deliver measurable customer and business outcomes • Own end-to-end program performance across scope, schedule, quality, financial results, customer satisfaction, organizational change, and contractual commitments to maintain delivery excellence across multi-year initiatives • Drive alignment among customer executives, Genesys leadership, delivery teams, strategic partners, and vendors to resolve competing priorities and accelerate critical decisions • Serve as the primary program leader and executive escalation point, building trusted relationships and resolving complex delivery, commercial, contractual, and customer challenges • Lead executive governance meetings, steering committees, and business reviews that provide actionable visibility into program health, financial performance, strategic risks, dependencies, and decisions • Protect program financial performance through disciplined revenue forecasting, profitability and margin management, budget oversight, scope governance, and commercial management of Statements of Work and Change Requests • Anticipate business, operational, contractual, financial, technical, and organizational risks, driving proactive mitigation and contingency strategies that protect customer outcomes • Establish scalable governance models, executive reporting standards, program metrics, KPIs, and success measures that improve delivery predictability and enable data-driven decision-making • Partner with Sales, Customer Success, Customer Success Management, Technical Consultants, Product, Engineering, Support, Finance, Legal, and Services leadership to remove organizational barriers and advance customer and business outcomes • Guide Project Managers and Program Managers in managing dependencies, executing mitigation plans, resolving delivery challenges, and maintaining consistent standards across interconnected workstreams • Lead customer transformation and organizational change initiatives that accelerate adoption of Genesys solutions and help customers realize sustainable value from cloud, AI, automation, analytics, and customer experience capabilities • Mentor Project Managers and Program Managers while advancing methodologies, templates, governance practices, and delivery standards that increase Professional Services maturity, scalability, and execution quality • Influence senior leaders across Genesys to coordinate organizational priorities, resolve competing interests, and improve outcomes for highly visible, business-critical customer engagements • Champion continuous improvement across Professional Services by translating lessons from strategic programs into repeatable delivery practices and stronger enterprise program management capabilities

Required Qualifications: • Bachelor's degree or equivalent professional experience • 10+ years of experience leading complex enterprise technology implementations, transformation initiatives, and strategic programs • Extensive experience managing global, multi-million-dollar, multi-year enterprise programs with multiple workstreams and significant executive visibility • Demonstrated success leading large, cross-functional teams within complex matrixed organizations • Proven executive presence and ability to advise, communicate with, negotiate with, and influence C-level customer executives and senior internal leaders • Deep expertise in enterprise program management, governance models, strategic planning, financial management, risk management, and organizational change • Strong background in program financial management, including revenue forecasting, profitability, margins, budgets, scope governance, and commercial performance • Extensive experience managing strategic partners, vendors, outsourced delivery organizations, and geographically distributed teams • Exceptional executive communication, stakeholder management, negotiation, conflict resolution, and decision-making

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