Senior Program Manager Professional Services

Genesys•Virtual Office (Texas), IN

1d•$151,200 - $265,800•Hybrid

About The Position

Lead Genesys Professional Services' most strategic and business-critical customer transformation programs, shaping how global enterprises modernize customer experiences and realize value from Genesys solutions. With broad autonomy and executive visibility, this role owns program strategy, governance, financial performance, organizational change, risk management, and delivery excellence across complex, multi-year initiatives involving multiple workstreams, partners, and vendors. As a trusted advisor to customer executives and Genesys senior leaders, you will influence critical decisions, align competing priorities, and connect transformation objectives to measurable customer and business outcomes. Your leadership will help customers accelerate adoption and improve experiences through Genesys Cloud, AI, automation, analytics, integrations, and modern customer experience capabilities. You will also strengthen Professional Services at scale by mentoring program leaders, advancing governance and delivery practices, and translating lessons from strategic engagements into repeatable capabilities. The role provides meaningful exposure to enterprise initiatives and senior leadership, creating opportunities to expand your influence across complex customer transformations and the broader Professional Services organization.

Requirements

Bachelor's degree or equivalent professional experience
10+ years of experience leading complex enterprise technology implementations, transformation initiatives, and strategic programs
Extensive experience managing global, multi-million-dollar, multi-year enterprise programs with multiple workstreams and significant executive visibility
Demonstrated success leading large, cross-functional teams within complex matrixed organizations
Proven executive presence and ability to advise, communicate with, negotiate with, and influence C-level customer executives and senior internal leaders
Deep expertise in enterprise program management, governance models, strategic planning, financial management, risk management, and organizational change
Strong background in program financial management, including revenue forecasting, profitability, margins, budgets, scope governance, and commercial performance
Extensive experience managing strategic partners, vendors, outsourced delivery organizations, and geographically distributed teams
Exceptional executive communication, stakeholder management, negotiation, conflict resolution, and decision-making capabilities
PMP certification
Experience applying Agile, Waterfall, and Hybrid delivery methodologies to complex enterprise programs
Ability to travel up to 25 percent

Nice To Haves

PgMP, PMI-ACP, SAFe, Scrum Master, or equivalent advanced project or program management certification
Experience leading large-scale cloud transformation, CCaaS implementation, contact center modernization, or cloud migration programs
Knowledge of enterprise customer experience technologies, including CRM, artificial intelligence, Workforce Management (WFM), Workforce Engagement Management (WEM), analytics, APIs, automation, and enterprise integrations
Experience leading transformation programs involving Genesys Cloud or comparable enterprise cloud platforms
Strong understanding of customer adoption, organizational change, and value realization within large enterprise technology transformations
Current passport

Responsibilities

Lead Genesys' largest and most complex enterprise transformation programs, defining the strategy, governance, success criteria, and execution roadmap needed to deliver measurable customer and business outcomes
Own end-to-end program performance across scope, schedule, quality, financial results, customer satisfaction, organizational change, and contractual commitments to maintain delivery excellence across multi-year initiatives
Drive alignment among customer executives, Genesys leadership, delivery teams, strategic partners, and vendors to resolve competing priorities and accelerate critical decisions
Serve as the primary program leader and executive escalation point, building trusted relationships and resolving complex delivery, commercial, contractual, and customer challenges
Lead executive governance meetings, steering committees, and business reviews that provide actionable visibility into program health, financial performance, strategic risks, dependencies, and decisions
Protect program financial performance through disciplined revenue forecasting, profitability and margin management, budget oversight, scope governance, and commercial management of Statements of Work and Change Requests
Anticipate business, operational, contractual, financial, technical, and organizational risks, driving proactive mitigation and contingency strategies that protect customer outcomes
Establish scalable governance models, executive reporting standards, program metrics, KPIs, and success measures that improve delivery predictability and enable data-driven decision-making
Partner with Sales, Customer Success, Customer Success Management, Technical Consultants, Product, Engineering, Support, Finance, Legal, and Services leadership to remove organizational barriers and advance customer and business outcomes
Guide Project Managers and Program Managers in managing dependencies, executing mitigation plans, resolving delivery challenges, and maintaining consistent standards across interconnected workstreams
Lead customer transformation and organizational change initiatives that accelerate adoption of Genesys solutions and help customers realize sustainable value from cloud, AI, automation, analytics, and customer experience capabilities
Mentor Project Managers and Program Managers while advancing methodologies, templates, governance practices, and delivery standards that increase Professional Services maturity, scalability, and execution quality
Influence senior leaders across Genesys to coordinate organizational priorities, resolve competing interests, and improve outcomes for highly visible, business-critical customer engagements
Champion continuous improvement across Professional Services by translating lessons from strategic programs into repeatable delivery practices and stronger enterprise program management capabilities