Project Manager

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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 Project Manager to join our Customer Success organization. As part of the Customer Success Project Management Office (PMO), you will play a key role in leading strategic initiatives that drive Genesys’ vision forward. Are you a doer who thrives in overcoming challenges, takes initiative, and drives results? If so, we want to hear from you!

In this role, you will manage multiple internal projects concurrently, supporting various functions within the Customer Success organization to drive business outcomes and improve stakeholder engagement. You’ll work closely with teams such as Product Support, Professional Services, Renewal Management, Customer Success Management, Education Services, Innovation, and Technical Account Management. Additionally, you will partner with cross-functional groups outside of Customer Success, including Finance, Product, and Marketing, ensuring alignment and success across the organization through effective teamwork.

Key Responsibilities:

• Oversee and manage all aspects of internal project delivery, from initiation to launch, ensuring alignment with business objectives and timelines.
• Ensure project management fundamentals are rigorously followed, including maintaining accurate timelines, project documentation, and status reports that highlight key milestones, progress, risks, and issues.
• Act as liaison between Product and the Customer Success organization, ensuring the timely delivery of significant impacting product updates which include new UI/UX features, action required, and deprecations
• Build and maintain strong relationships with business partners and cross-functional teams across Customer Success and beyond, ensuring effective collaboration with Finance, Product, Marketing, and other groups.
• Take initiative and drive projects forward, especially when faced with challenges, demonstrating a "get it done" mindset.
• Collaborate with internal teams to identify, investigate, and mitigate potential risks, while managing changes and ensuring project goals are achieved.
• Provide guidance, coaching, and support to resources you work with across the Customer Success organization and other business units, fostering effective collaboration.
• Negotiate and mediate conflicts between stakeholders, sponsors, and teams in a collaborative and results-driven manner.
• Lead project meetings and presentations, effectively communicating with both internal and external stakeholders.
• Manage multiple projects concurrently in a fast-paced, dynamic environment, ensuring timely delivery and stakeholder satisfaction.

Qualifications:

• 5+ years of relevant experience in project management, ideally in a software/technology or customer success environment.
• Bachelor’s degree in a related field (e.g., Science, Technology, Engineering, and Math); Master’s degree a plus.
• Project Management Certifications valued (PMP or Agile certifications preferred).
• Familiarity with project management tools like Confluence, Smartsheet, Miro, or Microsoft 365 an asset.
• Experience in managing cross-functional communications, particularly related to internal business updates and readiness.
• Proven ability to take action and overcome challenges to deliver results.
• Genesys and/or Customer Success Management experience is a plus but not required.
• Strong emotional intelligence and a growth mindset, with the ability to build strong relationships and influence others.
• Enjoy working as part of a collaborative, high-energy team that values diversity, fun, and curiosity.
• Willingness to travel up to 10% as needed.

Why Join Us?

At Genesys, we live by our values: Embrace Empathy, Fly in Formation, and Go Big. Our culture is centered on innovation, inclusivity, and delivering the best possible experience to our employees and stakeholders alike. If you’re excited about leading impactful projects in a supportive, team-oriented environment and being a doer who drives results, this is the role for you!

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:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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.