Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Senior Manager, Project Management Office
North Region
Role Overview:
This role drives the successful delivery of complex, customer-facing initiatives that directly influence revenue realization, customer experience, and long-term account growth across the North region. As a strategic leader, you own the end-to-end execution of professional services engagements, ensuring alignment between delivery excellence, customer outcomes, and Genesys business objectives. You will lead a high-performing team while shaping service delivery models, advancing operational maturity, and accelerating the Land and Expand strategy across key accounts.
At Genesys, we are transforming how organizations engage with their customers through AI-powered experience orchestration. Joining this team means influencing enterprise-scale transformations while working alongside leaders who value empathy, innovation, and collaboration. This role offers strong visibility with senior leadership and the opportunity to drive meaningful impact across customers, partners, and internal teams.
You will operate at the intersection of strategy and execution, stepping into critical customer situations, influencing executive stakeholders, and ensuring that delivery performance consistently meets and exceeds expectations. This is a leadership role with clear pathways to broader organizational influence and continued career progression within a global, innovation-driven environment.
Key Responsibilities:
- Lead and scale a regional team of project and program managers, driving consistent delivery excellence aligned with organizational and customer outcomes.
- Own end-to-end Book-to-Revenue execution for professional services engagements, ensuring successful conversion of bookings into realized value.
- Drive delivery strategies that accelerate account expansion, improve customer retention, and enhance overall customer experience.
- Influence cross-functional alignment across Sales, Customer Success, and Delivery to ensure cohesive execution and shared accountability.
- Step into high-impact customer situations, including escalations and executive-level engagements, to protect relationships and drive resolution.
- Design and evolve service delivery models that improve scalability, efficiency, and consistency across cloud and on-premise environments.
- Establish and operationalize performance metrics and KPIs that measure delivery effectiveness, customer satisfaction, and team performance.
- Lead continuous improvement initiatives that enhance processes, tools, and methodologies across the organization.
- Partner with senior leadership to shape strategic direction, resource planning, and organizational design.
- Represent Customer Success in pre-sales cycles, influencing deal structure, delivery approach, and customer expectations.
Required Qualifications:
- 7 to 10 years of experience leading customer-facing technical or business teams in a fast-paced, complex environment.
- Proven experience managing project or program management functions at a regional or enterprise scale.
- Strong background in project management methodologies with demonstrated application in large-scale delivery environments.
- Experience with both cloud-based and on-premise delivery models within the communications or contact center industry.
- Demonstrated ability to influence senior stakeholders, including Director and C-level executives.
- Strong leadership capabilities with experience building, mentoring, and scaling high-performing teams.
- Excellent communication skills with the ability to manage expectations and drive alignment across diverse stakeholders.
- Proven ability to manage conflict, navigate ambiguity, and drive outcomes under pressure.
- Strong understanding of customer experience platforms, communications technology, and cloud concepts.
- Ability to travel 20% or more as required.
- Fluent English and Dutch.
Preferred Qualifications:
- Bachelor’s degree in Computer Science, Engineering, Business Management, or a related field, or equivalent practical experience.
- Project management certification or equivalent experience in formal delivery frameworks.
- Experience working within enterprise SaaS or customer experience platforms such as Genesys Cloud.
- Strong track record of driving process optimization and operational transformation initiatives.
- Experience supporting partner-led delivery models and ecosystem collaboration.
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
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:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
Skills Required
- Bachelor's degree in Computer Science or Business with minor in Computer Science/Engineering, or equivalent industry experience
- 7-10 years managing customer-facing, business or technical teams in a fast-paced environment
- Project management methodology certification or equivalent experience
- Experience with Cloud-based and on-premises delivery models
- Ability to travel 20%+
- Excellent written and verbal communication skills
- Negotiation and conflict management skills with empathy
- Knowledge of contact center and communications industry best practices
- Proficiency identifying process/tool improvements and executing improvement plans
- Ability to engage credibly with Directors and C-level stakeholders
- Proven ability to create a positive, high-energy work environment and perform fair performance assessments
- Ability to remain calm and operate effectively under stress
- Demonstrated experience as an individual performer within the field
Genesys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Genesys and has not been reviewed or approved by Genesys.
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Strong & Reliable Incentives — Annual bonuses are described as consistently funded and meaningful, elevating total compensation. Structured variable pay and regular payouts reinforce confidence in incentives across numerous roles.
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Leave & Time Off Breadth — Open (unlimited) PTO, volunteer time off, and company recharge days create flexible time-away options. Remote-friendly policies and occasional holiday shutdowns add to the sense of generous time off.
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Parental & Family Support — Paid parental leave with no waiting period, fertility support, and adoption assistance signal strong family-oriented benefits. These offerings stand out as modern and comprehensive within the package.
Genesys Insights
What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
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