Sr. Manager, Crisis Management - Global Security

Genesys

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. The Senior Manager, Crisis Management – Global Security plays a critical leadership role in protecting Genesys employees, facilities, and operations from disruption. This role leads enterprise-wide crisis management, business continuity, disaster recovery, and physical security readiness programs to ensure organizational resilience during incidents that may impact people, assets, or reputation. At Genesys, we are transforming the customer experience landscape with empathy, innovation, and global impact, and this role helps ensure our teams can continue delivering that mission under any conditions. Joining Genesys means becoming part of a global organization that values preparedness, collaboration, and thoughtful risk management. This position partners closely with executive leadership and cross-functional teams to embed resilience into the way Genesys operates worldwide.

Requirements

Bachelor’s Degree in Emergency Management, Security Management, Business Administration, or a related field
Eight to ten or more years of experience in crisis management, business continuity, corporate security, or law enforcement
Demonstrated experience operating in global, fast-paced, and technology-driven environments
Deep knowledge of crisis management, business continuity, and physical security best practices
Proven ability to lead and coordinate multi-functional incident response efforts across distributed organizations
Strong communication and influencing skills with executive leaders and cross-functional stakeholders
Ability to assess complex operational risks and develop practical, scalable mitigation strategies
Calm and effective decision-making under pressure, with sound judgment in high-impact situations

Nice To Haves

Certified Business Continuity Professional (CBCP)
Member of the Business Continuity Institute (MBCI)
Certified Protection Professional (CPP)
Physical Security Professional (PSP)
Certified Emergency Manager (CEM)

Responsibilities

Crisis Management and Incident Response Lead the enterprise crisis management program, including governance, policies, frameworks, and all-hazards response playbooks
Serve as the primary escalation lead for incidents affecting employees, offices, data centers, or corporate reputation
Coordinate the Global Crisis Management Team and act as a liaison to executive leadership during significant incidents
Direct cross-functional response efforts with Corporate Communications, Human Resources, Information Technology, Legal, and Facilities teams
Conduct after-action reviews and root cause analyses, and implement corrective actions to strengthen future readiness Physical Security Integration and Support Partner with the Global Security team to ensure cohesive risk mitigation across crisis response, facility security, and workplace safety programs
Support enterprise security initiatives, including threat and vulnerability assessments, protective intelligence reviews, executive protection strategies, and global site security planning
Provide subject matter expertise on guard force operations, access control standards, and emergency response procedures to maintain consistent security posture
Contribute crisis management insight to physical security system design, site build-outs, and security technology deployments Business Continuity and Disaster Recovery Lead the business continuity management lifecycle, including risk assessments, business impact analyses, and continuity plan development
Collaborate with Information Technology and business leaders to align technology resilience with business recovery objectives, including RTO and RPO targets
Oversee testing, exercises, and audits of business continuity and disaster recovery plans across major business functions
Maintain current documentation and ensure compliance with internal standards, audit requirements, and applicable regulatory expectations Training, Communication, and Governance Develop and deliver enterprise-wide crisis management and business continuity training programs
Promote a culture of preparedness through education, simulations, and awareness initiatives
Maintain governance documentation, key performance indicators, and readiness reporting for senior leadership and audit committees
Ensure resilience considerations are integrated into enterprise risk management and physical security governance frameworks