Senior Program Manager – Professional Services

• Lead Genesys' largest and most complex enterprise transformation programs
• Define program strategy, governance, success criteria, and execution roadmaps
• Own end-to-end performance across scope, schedule, quality, financial results, customer satisfaction, organizational change, and contractual commitments
• Align customer executives, Genesys leadership, delivery teams, strategic partners, and vendors
• Serve as primary program leader and executive escalation point
• Lead executive governance meetings, steering committees, and business reviews
• Manage revenue forecasting, profitability, margins, budgets, scope governance, Statements of Work, and Change Requests
• Anticipate and mitigate business, operational, contractual, financial, technical, and organizational risks
• Establish governance models, reporting standards, metrics, KPIs, and success measures
• Partner with Sales, Customer Success, Technical Consultants, Product, Engineering, Support, Finance, Legal, and Services leadership
• Guide Project Managers and Program Managers across interconnected work streams
• Lead customer transformation and organizational change initiatives
• Mentor Project Managers and Program Managers
• Advance methodologies, templates, governance practices, and delivery standards
• Influence senior leaders and champion continuous improvement across Professional Services
• Translate lessons from strategic programs into repeatable delivery practices

• Bachelor's degree or equivalent professional experience
• 10+ years of experience leading complex enterprise technology implementations, transformation initiatives, and strategic programs
• Extensive experience managing global, multi-million-dollar, multi-year enterprise programs with multiple work streams and significant executive visibility
• Demonstrated success leading large, cross-functional teams within complex matrixed organizations
• Proven executive presence and ability to advise, communicate with, negotiate with, and influence C-level customer executives and senior internal leaders
• Deep expertise in enterprise program management, governance models, strategic planning, financial management, risk management, and organizational change
• Strong background in program financial management, including revenue forecasting, profitability, margins, budgets, scope governance, and commercial performance
• Extensive experience managing strategic partners, vendors, outsourced delivery organizations, and geographically distributed teams
• Exceptional executive communication, stakeholder management, negotiation, conflict resolution, and decision-making capabilities
• PMP certification
• Experience applying Agile, Waterfall, and Hybrid delivery methodologies to complex enterprise programs
• Ability to travel up to 25 percent
• Preferred:
  PgMP, PMI-ACP, SAFe, Scrum Master, or equivalent advanced project or program management certification
• Preferred:
  Experience leading large-scale cloud transformation, CCaaS implementation, contact center modernization, or cloud migration programs
• Preferred:
  Knowledge of enterprise customer experience technologies, including CRM, artificial intelligence, WFM, WEM, analytics, APIs, automation, and enterprise integrations
• Preferred:
  Experience leading transformation programs involving Genesys Cloud or comparable enterprise cloud platforms
• Preferred:
  Strong understanding of customer adoption, organizational change, and value realization within large enterprise technology transformations
• Preferred:
  Current passport

Demonstrates extensive expertise in enterprise program management, governance models, and financial management, with a strong focus on leading complex technology transformations and managing cross-functional teams. Proven ability to influence C-level executives and drive organizational change initiatives while ensuring successful program execution and stakeholder satisfaction.

• Enterprise Program Management
• Financial Management
• Governance Models
• PMP Certification
• Agile Methodologies

• Program Financial Management
• Revenue Forecasting
• Risk Management
• Organizational Change
• Strategic Planning
• Change Requests
• Statements of Work
• KPI Development
• Cloud Transformation
• Contact Center Modernization

• Executive Communication
• Stakeholder Management
• Negotiation
• Conflict Resolution
• Decision-Making

• PMP Certification
• PgMP
• PMI-ACP
• SAFe
• Scrum Master

• Enterprise Transformation
• CCaaS Implementation
• Cloud Migration
• Customer Experience Technologies
• Geographically Distributed Teams

• CRM
• Artificial Intelligence
• WFM
• WEM
• APIs
• Automation
• Enterprise Integrations