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 …