Sr. Web Operations Manager

Genesys

21h•Hybrid

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. Sr. Web Operations Manager Role Overview: Own and evolve the global web ecosystem that powers how customers discover, engage with, and experience Genesys at scale. This role drives the strategy, planning, and execution of Genesys.com, directly impacting demand generation performance, brand perception, and digital customer experience across global markets. Operating at the intersection of marketing, digital, and engineering, you will shape how modern, AI-powered web experiences are built, scaled, and continuously optimized. You will lead the end-to-end web product lifecycle, from intake and roadmap prioritization through delivery and optimization, ensuring alignment to business goals and measurable outcomes. This includes driving experimentation, personalization, and performance initiatives that improve engagement, conversion, and scalability across the platform. In close partnership with senior stakeholders and cross-functional teams, you will influence digital strategy while ensuring strong operational execution. This role requires a strategic, execution-focused leader who can translate business objectives into impactful digital experiences while driving operational rigor across a complex, global web ecosystem. At Genesys, we are transforming the customer experience landscape with empathy and AI-driven innovation. In this role, you will help define how global audiences engage with our brand while gaining exposure to enterprise initiatives and opportunities to expand your leadership impact.

Requirements

8+ years of experience in web operations, digital experience, or web product management, ideally in B2B environments
Proven experience owning and managing complex web roadmaps and global digital platforms
Experience leading distributed, cross-functional teams in a global organization
Strong expertise in agile product management and delivery methodologies
Hands-on experience applying AI to improve web operations, workflows, and delivery velocity
Experience with web localization, translation workflows, and global content operations
Deep familiarity with modern content management systems and digital experience platforms
Experience driving SEO, CRO, and digital marketing performance initiatives
Proficiency with analytics and business intelligence tools
Strong program management, documentation, and executive communication skills

Nice To Haves

Experience with marketing automation platforms and digital campaign ecosystems
Familiarity with digital asset management systems
Background in building design-forward, interactive, or personalized web experiences
Proven success delivering large-scale website transformations or redesigns
Experience implementing AI-driven localization and content automation strategies

Responsibilities

Own the global web roadmap for Genesys.com, aligning priorities to business goals, demand generation, and customer experience strategy
Lead end-to-end web product management and operations, from intake and prioritization through delivery and ongoing optimization
Orchestrate product, program, and localization resources, ensuring clear ownership, capacity alignment, and efficient execution across initiatives
Partner with engineering, design, marketing, and regional teams to deliver scalable, user-centric web experiences that drive engagement and conversion
Drive agile planning and execution, including backlog management, sprint planning, and cross-functional coordination to accelerate delivery and outcomes
Establish and optimize web processes, workflows, and governance across content, design, development, and localization to improve scalability and efficiency
Ensure the roadmap drives continuous improvement through experimentation, including SEO, CRO, personalization, and UX/UI enhancements
Champion data-driven decision-making, leveraging analytics to improve engagement, conversion, and overall digital performance
Oversee workflows across web ecosystem integrations, ensuring systems and platforms operate seamlessly together at scale
Drive resource planning and prioritization for large-scale initiatives and ongoing operations to maximize impact and delivery efficiency
Lead discovery efforts, audits, and workshops to define customer-first requirements and scalable digital solutions
Scale global web experiences with localization, partnering with regional teams to balance global consistency with local relevance
Ensure compliance with accessibility standards, legal requirements, privacy regulations, and brand guidelines across all web properties
Collaborate with program and project managers to track delivery, manage risks, and ensure high-quality, on-time execution
Communicate roadmaps, progress, outcomes, and strategic direction to senior stakeholders and cross-functional partners
Build, mentor, and lead a growing global team across web product management, production, localization, and agile operations