Senior Manager, Program Mgmt & Tools

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.

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.

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.

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

Process Improvement & Operational Excellence

Stakeholder Collaboration & Communication

Requirements

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.

$114,200.00 - $212,200.00

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.

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 reasonable.accommodations@genesys.com.

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 or domestic partner status, national origin, genetics, disability, military or veteran status, and other protected characteristics.