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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.

Sr. Manager, Professional Services
United States

Role Overview:
This role drives the successful delivery of complex, enterprise-scale customer experience solutions by leading Project and Program Managers to achieve measurable business outcomes. You will own how customer needs are translated into scalable delivery strategies, ensuring programs are executed with precision, consistency, and strong customer impact. Operating at the intersection of delivery, customer strategy, and product alignment, you will influence how services are structured and delivered across engagements. At Genesys, you will help organizations create more empathetic, connected customer experiences through AI-driven innovation and cloud technology. This position offers strong visibility across leadership and product teams, along with opportunities to shape delivery methodology and expand your impact across global initiatives.

Key Responsibilities:

• Lead and develop a team of Project and Program Managers, ensuring consistent delivery excellence across customer engagements

• Own the end-to-end execution of complex customer programs, driving alignment between customer goals, delivery strategy, and business outcomes

• Drive the creation of scalable delivery frameworks and program roadmaps that accelerate time to value and improve customer adoption

• Lead customer engagements at a strategic level, guiding program direction, resolving challenges, and ensuring alignment with business objectives

• Act as an escalation point for delivery risks and issues, ensuring timely resolution and strong customer satisfaction

• Partner with Product Management to align customer implementations with product capabilities and future roadmap direction

• Influence continuous improvement of Professional Services delivery methodology through feedback, innovation, and operational insights

• Ensure effective resource planning and load balancing across projects to optimize team performance and utilization

• Represent Professional Services in cross-functional initiatives, driving alignment across stakeholders and business units

• Promote a culture of accountability, collaboration, and continuous improvement within the team

Required Qualifications:

• Proven experience leading Project Managers and Program Managers in a Professional Services or enterprise delivery environment

• Strong experience managing large-scale, customer-facing programs with measurable business impact

• Demonstrated ability to lead project teams across closely related functional areas, applying broad management knowledge and strategic oversight

• Mastery-level expertise within a technical or professional discipline, combined with a strong understanding of adjacent functions within the organization

• Bachelor’s or Master’s degree, or equivalent professional experience

• Minimum of 10 years of relevant experience in program delivery, consulting, or customer experience environments

• Demonstrated ability to influence stakeholders across technical and business domains

• Solid understanding of customer experience platforms, with Genesys knowledge preferred

• Proven ability to design and execute scalable delivery strategies aligned with customer objectives

• Strong written and verbal communication skills with the ability to convey complex ideas clearly

• High emotional intelligence with demonstrated strengths in leadership, coaching, conflict resolution, and team development

Preferred Qualifications:

• Experience managing global or enterprise-level customer programs

• Background in customer experience, contact center, or cloud-based platforms

• Familiarity with tools such as JIRA, Azure DevOps, or similar program management platforms

• Strong mentoring and coaching capabilities across cross-functional teams

• Experience working closely with Product teams to influence roadmap alignment

• Ability to translate complex program concepts into clear executive-level communications

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

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness 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.