Program Manager

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.

Genesys is seeking a highly driven, collaborative, and action-oriented Program Manager to join our Customer Success Project Management Office (PMO). In this role, you will lead strategic programs that enhance operational efficiency, improve stakeholder engagement, and drive the success of our Customer Success organization.

Are you a strategic thinker and execution leader who thrives on overcoming challenges, managing multiple priorities, and delivering impactful results? If so, we want to hear from you!

Key Responsibilities:

• Lead and oversee internal programs that span multiple functions within Customer Success, ensuring they align with business objectives and key initiatives.

• Establish and maintain program governance frameworks, tracking key milestones, risks, and dependencies across workstreams.

• Partner with cross-functional teams (Product Support, Professional Services, Renewal Management, Customer Success Management, Education Services, Innovation, Technical Account Management, Finance, Product, and Marketing) to drive alignment and collaboration.

• Act as a liaison between Product and Customer Success, ensuring smooth communication and readiness for product updates, including new UI/UX features, required actions, and deprecations.

• Develop and refine program collateral, including templates, best practices, and standardized methodologies to improve project execution and consistency.

• Provide coaching and mentorship to Project Managers and other team members, fostering a culture of learning and continuous improvement within the PMO.

• Proactively identify and mitigate risks, ensuring smooth execution and successful outcomes for all program initiatives.

• Facilitate strategic discussions and executive-level reporting, ensuring clear visibility into program progress, challenges, and achievements.

• Manage multiple programs concurrently in a dynamic, fast-paced environment, ensuring timely delivery and stakeholder satisfaction.

Qualifications:

• 10+ years of experience in program management, project management, or business operations, ideally in a technology or customer success environment.

• Proven expertise in managing large-scale programs with multiple projects, workstreams, and cross-functional dependencies.

• Experience with Agile, Scrum, and traditional project/program management methodologies. …