Sr. Manager, Professional Services Consulting
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
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
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
- paid volunteer time
- August Free Fridays
- well-being resources and regionally tailored programs for employees and their families
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What This Job Offers
Job Type
Full-time
Career Level
Manager
