Senior Manager, Program Mgmt & Tools

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.

Job Description: The Senior Manager, Program Mgmt and Tools, is a strategic and operational leader responsible for overseeing a team of Program Managers and driving the successful implementation of key projects, processes, and initiatives that enhance the overall support experience. This role ensures alignment between product support operations, cross-functional partners, and organizational goals. The Senior Manager will champion continuous improvement, operational excellence, and high-quality service delivery across the product support organization.

Job Title: Senior Manager, Program Mgmt & Tools

Department & Team: WFM & Support Ops

Reports to: Kim Anthony

Location: Remote

Summary:

The Senior Manager, Program Mgmt and Tools is a strategic leader responsible for overseeing a team of Program Managers and ensuring the successful execution of key projects and process improvements within the product support organization. This role drives operational excellence by managing end-to-end program delivery, optimizing support processes, and fostering strong cross-functional collaboration. The Senior Manager ensures that initiatives are delivered on time, aligned with business goals, and designed to enhance the customer and employee experience. Through effective leadership, communication, and continuous improvement, this role plays a critical part in strengthening the efficiency, scalability, and quality of product support operations.

Key Responsibilities:

Leadership & Team Management

• Lead, mentor, and develop a team of Program Managers responsible for product support initiatives and operational improvements.

• Set clear goals, priorities, and expectations to ensure accountability and strong performance across the team.

• Foster a culture of collaboration, innovation, and continuous improvement.

Program & Project Oversight

• Oversee planning, execution, and delivery of programs and projects focused on improving support operations, customer experience, and internal efficiency.

• Ensure project timelines, scope, and quality standards are met through strong governance and proactive risk management.

• Evaluate program outcomes and drive adjustments or enhancements where necessary.

Process Improvement & Operational Excellence

• Identify opportunities to optimize and standardize support processes across products, teams, and regions.

• Partner with cross-functional teams (Product Management, Engineering, Customer Success, Operations) to streamline workflows and remove operational barriers.

• Implement best practices, tools, and methodologies to ensure scalable and sustainable processes.

Stakeholder Collaboration & Communication

• Serve as a key point of contact for program updates, decisions, and escalations.

• Communicate program progress, risks, and successes to leadership and cross-functional stakeholders.

Requirements:

• 5+ years of experience in product support, program management, or operational leadership roles.

• Demonstrated experience managing and developing high-performing teams.

• Strong background in project and program management methodologies.

• Proven success driving process improvements and operational excellence.

• Excellent communication, stakeholder management, and cross-functional collaboration skills.

• Ability to thrive in a fast-paced, dynamic, and evolving environment.

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.  

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

Click here to view a summary overview of our Benefits.

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

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness 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.