Professional Services Program Director

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Position Overview

As Program Director in Professional Services, you will serve as the strategic architect of our most complex and high-impact programs. You'll collaborate directly with C-suite executives to shape and drive enterprise-wide initiatives, acting as the connective tissue between various organizational functions. This role demands exceptional leadership in orchestrating multiple programs across different SaaS focus areas while ensuring alignment with strategic business objectives.

Core Responsibilities

Strategic Program Leadership

• Drive enterprise-wide program strategy and execution.
• Partner with C-suite executives to define program objectives and success criteria.
• Oversee portfolio of strategic programs across multiple SaaS domains
• Establish program governance frameworks and methodologies.
• Lead organizational change management initiatives.
• Direct cross-functional teams across global operations

Program Excellence

• Orchestrate complex program lifecycles from inception to delivery.
• Define and track key performance indicators and success metrics.
• Manage program dependencies, risks, and resource allocation.
• Implement best practices for program management and delivery.
• Drive continuous improvement in program execution.
• Establish scalable program management processes.

Stakeholder Management

• Build and maintain C-level executive relationships.
• Lead engagement with cross-functional leadership teams.
• Navigate complex organizational dynamics.
• Drive consensus across diverse stakeholder groups.
• Facilitate strategic decision-making processes.
• Manage executive communication and reporting.

Operational Oversight

• Monitor and optimize program performance metrics.
• Identify and address operational gaps and inefficiencies.
• Drive process standardization and improvement.
• Coordinate cross-functional resource allocation.
• Ensure alignment between program execution and business objectives.
• Implement scalable program management frameworks.

Innovation and Transformation

• Lead strategic transformation initiatives.
• Drive adoption of new methodologies and best practices
• Identify opportunities for process automation and optimization.
• Guide teams through technological and operational changes.
• Develop innovative solutions to complex program challenges.

Qualifications

Required Experience

• 8+ years of program/project management experience in global, matrix organizations
• Proven track record leading enterprise-wide strategic initiatives
• Experience managing multiple complex programs simultaneously.
• History of successful collaboration with C-level executives
• Demonstrated success in organizational transformation.

Technical Expertise

• Deep understanding of SaaS product lifecycles
• Expert knowledge of Microsoft Project, Word, Excel, and PowerPoint
• Strong familiarity with Atlassian suite (Jira, Confluence)
• Experience with program management tools and methodologies.
• Understanding of process improvement frameworks

Leadership Capabilities

• Strategic thinking and executive presence
• Strong negotiation and influence skills
• Cross-cultural team leadership
• Exceptional stakeholder management
• Outstanding written and verbal communication
• Ability to operate effectively across time zones and cultures.

Preferred Qualifications

• PMI certification or equivalent
• Experience with Smartsheet or similar program management tools.
• Advanced degree in Business, Technology, or related field
• Experience leading global transformation initiatives.
• Track record of process improvement implementation

Additional Details

• Position may require up to 30% travel to strategic locations.
• Remote work options available with periodic on-site requirements

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.  

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.