Program Manager

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.

Genesys is seeking a highly driven, collaborative, and action-oriented Program Manager to join our Customer Success Project Management Office (PMO). In this role, you will lead strategic programs that enhance operational efficiency, improve stakeholder engagement, and drive the success of our Customer Success organization.

Are you a strategic thinker and execution leader who thrives on overcoming challenges, managing multiple priorities, and delivering impactful results? If so, we want to hear from you!

Key Responsibilities:

• Lead and oversee internal programs that span multiple functions within Customer Success, ensuring they align with business objectives and key initiatives.

• Establish and maintain program governance frameworks, tracking key milestones, risks, and dependencies across workstreams.

• Partner with cross-functional teams (Product Support, Professional Services, Renewal Management, Customer Success Management, Education Services, Innovation, Technical Account Management, Finance, Product, and Marketing) to drive alignment and collaboration.

• Act as a liaison between Product and Customer Success, ensuring smooth communication and readiness for product updates, including new UI/UX features, required actions, and deprecations.

• Develop and refine program collateral, including templates, best practices, and standardized methodologies to improve project execution and consistency.

• Provide coaching and mentorship to Project Managers and other team members, fostering a culture of learning and continuous improvement within the PMO.

• Proactively identify and mitigate risks, ensuring smooth execution and successful outcomes for all program initiatives.

• Facilitate strategic discussions and executive-level reporting, ensuring clear visibility into program progress, challenges, and achievements.

• Manage multiple programs concurrently in a dynamic, fast-paced environment, ensuring timely delivery and stakeholder satisfaction.

Qualifications:

• 10+ years of experience in program management, project management, or business operations, ideally in a technology or customer success environment.

• Proven expertise in managing large-scale programs with multiple projects, workstreams, and cross-functional dependencies.

• Experience with Agile, Scrum, and traditional project/program management methodologies. PMP, PgMP, or Agile certifications are preferred.

• Familiarity with enterprise tools like Salesforce, Gainsight, Confluence, Smartsheet, Miro, and Microsoft 365.

• Exceptional stakeholder management, communication, and negotiation skills, with a track record of influencing across different levels of an organization.

• Strong emotional intelligence and leadership presence, fostering collaboration and alignment across diverse teams.

• Genesys and Customer Success Management experience is a plus but not required.

• Experience with AI-driven initiatives or a strong interest in emerging technologies, with the ability to support Genesys' adoption of AI solutions and drive innovation within Customer Success.

• Embraces diversity and fosters an inclusive environment, practicing a growth mindset to continuously learn and adapt.

• Thrives in a collaborative, high-energy team environment, supporting others, sharing knowledge, and contributing to a positive and fun workplace culture.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$124,200.00 - $230,800.00

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.