Senior Manager, Project Management Office

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.

As Senior Manager, Project Management Office, you will be responsible for the effective execution of the project management team within region North. Job duties include managing a team on a regional scale, overseeing projects in alignment with organizational objectives, being a thought leader, owning the Book-to-Revenue for our closed PS booking deals, stepping into accounts where needed (escalations or executive attention) and driving innovation & best practices regarding project execution accelerating the Land & Expand motion.

The candidate will have a solid background on project management and process understanding but equally feel comfortable dealing with experts in both technology and business. They will demonstrate ability to manage and motivate high performing teams. The Senior Manager must demonstrate experience in creating and implementing methodologies and cultivating a work environment that develops leaders, grows CX champions, and focuses on Customer Success.

As the leader of the project management team, you will be responsible for hiring and developing the careers of team members, driving process improvements across the organization, building relationships with cross‑functional leadership, breaking silos, strategizing as One Genesys, all while influencing business decisions, driving transformation, designing service delivery models, and supporting Genesys leadership on vision and brand. The Senior Manager will be responsible for assigning team members to customers for delivery of committed service offers as well as continual follow‑through to ensure obligations are met and resources are allocated effectively.

Skills for this position require applicants to build strong personal relationships, have a strong understanding of communications technology and cloud concepts, and the ability to set and manage expectations for customers. Along with the knowledge of methods to initiate, plan, execute, control and monitor a project, the Senior Manager will use skills and leadership competencies for team building, client relations, negotiation, decision making, problem solving and conflict management.

The Senior Manager will need to establish and lead a diverse team to effectively deliver per contractual obligations to customers.

• Lead a team of project or program managers by setting direction based on organizational objectives, overseeing planning, and successful execution.
• Mentor and develop members of the team for ascension and promotion of company vision by embracing personal leading accountability.
• Provide input to management peers for organizational planning and structure, budgets, and training.
• Be able to lead by example where needed coming with a strong background and experience as an individual performer within the field of expertise.
• Contribute to and implement strategic and tactical plans to ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations.
• Help define and build an organization that excels in delivering an exceptional Customer Experience with operational efficiency.
• Contribute to design and implement Premise and Cloud Genesys Care Offers for both direct and partner based relationships comprising the Genesys Customer Experience Platform.
• Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience.
• Establish and evolve key performance indicators (KPIs) and benchmarks for measuring individual and team performance.
• Define and execute…