Business Transformation Director (AI-Led Enterprise Transformation)

Genesys

1d•Remote

About The Position

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. Role Overview: The (add level) of Business Transformation will lead enterprise-wide AI-driven initiatives that deliver measurable business impact. This role is accountable for identifying, prioritizing, and executing high-value AI-enabled changes across operations and commercial functions. This is a business transformation leadership role — not a technology implementation role. Success is defined by structural improvement in cost, speed, decision quality, and competitive advantage.

Requirements

7+ years in business transformation, strategy, operations, or consulting.
Demonstrated track record of delivering measurable enterprise impact.
Experience redesigning complex processes and operating models.
Strong financial acumen and business case development capability.
Deep understanding of cross-functional enterprise dynamics.
Proven ability to influence without formal authority.
Working fluency in AI and automation concepts (technical background not required).
Exceptional executive communication skills.
Strategic, systems-level thinker.
Commercially grounded and impact-focused.
High judgment under ambiguity.
Comfortable navigating political complexity.
Bias toward simplification and structural change.
Resilient and execution-oriented.

Responsibilities

AI Transformation Strategy & Roadmap Identify and prioritize high-impact AI-enabled opportunities aligned to strategic objectives. Develop and sequence a transformation roadmap balancing value, feasibility, and organizational capacity. Define success metrics and track realized business impact.
Process & Operating Model Redesign Lead end-to-end redesign of critical processes to embed AI and automation. Simplify workflows and eliminate structural inefficiencies. Redesign roles, decision rights, and governance to sustain AI-enabled operations. Ensure initiatives scale beyond pilots into embedded capabilities.
Value Realization & Financial Discipline Build and validate business cases and ROI models. Quantify cost savings, productivity gains, revenue impact, and risk reduction. Monitor realized vs projected benefits and adjust or discontinue initiatives accordingly.
Executive Leadership & Stakeholder Alignment Influence senior leaders across functions in complex political environments. Facilitate structured decision-making on high-impact initiatives. Communicate transformation strategy, trade-offs, and outcomes with clarity and credibility.
Portfolio Oversight & Governance Oversee a portfolio of AI-enabled initiatives. Partner with business, data, technology, and risk teams to ensure feasibility and responsible deployment. Remove execution barriers and maintain delivery discipline.