Senior Manager, Professional Services Consulting

Responsibilities

• Lead and develop a team of Project and Program Managers, ensuring consistent delivery excellence across customer engagements
• Own the end-to-end execution of complex customer programs, driving alignment between customer goals, delivery strategy, and business outcomes
• Drive the creation of scalable delivery frameworks and program roadmaps that accelerate time to value and improve customer adoption
• Lead customer engagements at a strategic level, guiding program direction, resolving challenges, and ensuring alignment with business objectives
• Act as an escalation point for delivery risks and issues, ensuring timely resolution and strong customer satisfaction
• Partner with Product Management to align customer implementations with product capabilities and future roadmap direction
• Influence continuous improvement of Professional Services delivery methodology through feedback, innovation, and operational insights
• Ensure effective resource planning and load balancing across projects to optimize team performance and utilization
• Represent Professional Services in cross-functional initiatives, driving alignment across stakeholders and business units
• Promote a culture of accountability, collaboration, and continuous improvement within the team

• Proven experience leading Project Managers and Program Managers in a Professional Services or enterprise delivery environment
• Strong experience managing large-scale, customer-facing programs with measurable business impact
• Demonstrated ability to lead project teams across closely related functional areas, applying broad management knowledge and strategic oversight
• Mastery-level expertise within a technical or professional discipline, combined with a strong understanding of adjacent functions within the organization
• Bachelor’s or Master’s degree, or equivalent professional experience
• Minimum of 10 years of relevant experience in program delivery, consulting, or customer experience environments
• Demonstrated ability to influence stakeholders across technical and business domains
• Solid understanding of customer experience platforms, with Genesys knowledge preferred
• Proven ability to design and execute scalable delivery strategies aligned with customer objectives
• Strong written and verbal communication skills with the ability to convey complex ideas clearly
• High emotional intelligence with demonstrated strengths in leadership, coaching, conflict resolution, and team development