Sr. Director, Global Partner Strategy & Programs

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 leader is responsible for both defining and executing Genesys’ global partner strategy and programs to support growth, scale, and long-term business success. This role will also work closely with regional partner sales leaders to support regional nuances, while maintaining globally consistent external partner programs to enable partner-led growth, expand market reach, and improve partner experience. In addition, this role will oversee the Genesys global virtual support and contact center focused on providing partner support, based in Manila.

Operating at a senior leadership level, the role collaborates closely with executive stakeholders across Partner/Field Sales, Revenue Intelligence, Partner Marketing, Services, Finance, and Operations, influencing priorities and driving alignment to deliver measurable outcomes. Success in this role requires deep partner experience, the ability to navigate and structure ambiguity in environments where the path forward is rarely prescribed, comfort navigating complexity, strong strategic thinking, operational discipline, and the ability to lead through influence in a complex, matrixed global organization. This role will tie together regional perspectives and factor in shifts to the partner ecosystem, facilitating inputs from across the business to create and evolve a strong partner strategy.

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

The Role:

Strategy & Program Development • Define and evolve the annual global partner strategy/program aligned to Genesys growth objectives and go-to-market priorities by soliciting inputs from across the business and planning/facilitating annual strategy offsite and working sessions. • Design and scale global partner programs that drive partner-sourced and partner-influenced revenue and recognize regional nuances. • Translate strategic objectives into execution roadmaps with clear success measures. • Optimize partner coverage models, partner motions, and ecosystem engagement for sustainable growth by working cross-functionally with Partner leaders and other stakeholders.

  Partner tiering, segmentation & planning  • Own the annual partner tiering and segmentation framework, defining criteria, thresholds, and benefits differentiation across partner types (resellers, referral, STPs, GSIs). • Set and manage annual partner KPIs, including revenue targets, certifications, and pipeline contribution. • Drive partner compliance requirements, including program adherence, competency standards, and tier maintenance criteria. • Lead annual partner business planning, collaborating with key internal stakeholders to align on joint goals, investment priorities, and growth initiatives. • Conduct regular reviews of partner performance against plan, identifying risks and opportunities and taking corrective action where needed.

  Partner incentives & co-investment  • Design and manage the global partner incentive strategy, including rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and sales outcomes. • Establish deal registration incentives that reward partner-sourced opportunities and protect partner investment. • Regularly evaluate incentive program effectiveness and ROI, adjusting structures to remain competitive and aligned to business priorities. • Ensure incentive programs are operationally scalable, compliant, and consistently communicated across regions.

  Stakeholder alignment & influence • Serve as the primary point of contact for partner stakeholders on program/strategy escalations.

• Serve as a strategic advisor to senior and executive leaders on partner strategy, incentives, and performance. • Align key stakeholders across Sales, Partner Marketing, Revenue Intelligence, Services, Finance, IT, and Operations. • Partner with regional sales/partner leadership to drive adoption and execution of partner programs. • Communicate progress, insights, and recommendations to executive audiences effectively.

  Performance, governance & analytics • Define KPIs and performance metrics to measure partner success, program effectiveness, and business contribution. • Establish governance forums to drive clarity, accountability, and execution discipline across global initiatives. • Use data-driven insights to identify opportunities, improve partner productivity, and inform prioritization. • Ensure transparency and consistency in partner engagement, reporting, and execution.

• Contract/legal fluency — partner agreements, MDF terms, program terms & conditions typically sit with this role or close to it.

  Virtual partner support center • Lead and develop the global virtual partner support center and specialist teams. • Drive partner performance across regions through the virtual support team. • Improve support processes and implement AI-driven efficiencies.

  Partner portal & digital experience, and tech stack • Own the strategic vision and execution of the Genesys partner portal end-to-end. • Drive AI-powered features, dashboards, and self-service capabilities within the portal. • Own and drive continuous improvements to the Genesys.com partner pages and overall partner web experience. • Manage and harmonize the partner-tech stack beyond Salesforce

  Partner experience & cross-functional programs • Provide oversight on partner impact assess

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