Customer Success Program Director

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.

Position Overview

As a Program Manager in Professional Services, you will orchestrate multiple workstreams across a portfolio of 5-7 concurrent implementation projects. You will manage customer-facing engagements, coordinate interdependent deliverables, manage cross-functional resources, and ensure alignment across various technical and business tracks. This role requires exceptional skills in balancing competing priorities while maintaining strategic oversight of the entire program lifecycle.

Core Responsibilities

Workstream & Program Coordination

• Orchestrate parallel implementation tracks including:
  • Technical infrastructure workstreams
  • Integration development and testing
  • Data migration and validation
  • User acceptance testing initiatives.
  • Training and change management programs.
  • Business process optimization tracks
• Identify and manage dependencies between workstreams and project phases.
• Establish synchronized delivery timelines.
• Balance resources across concurrent initiatives
• Maintain integrated project schedules showing cross-workstream dependencies.

Program Leadership

• Oversee portfolio of complex implementation projects
• Provide strategic "big picture" insights to the CSS team.
• Serve as primary escalation point for workstream challenges.
• Direct and mentor project teams across multiple initiatives
• Build and maintain executive-level relationships with customers and partners.

Strategic Oversight

• Drive program-level success metrics and outcomes.
• Develop and maintain program roadmaps showing key integration points.
• Coordinate cross-functional teams and stakeholders.
• Monitor and manage program-wide risks and dependencies.
• Create and maintain integrated milestone tracking.
• Ensure consistency in delivery approaches across projects.

Integration Management

• Facilitate cross-team communication and collaboration.
• Identify and resolve bottlenecks between parallel tracks.
• Manage integration points between technical and business initiatives.
• Coordinate shared resources across multiple projects.
• Ensure alignment of deliverables across all program tracks
• Maintain integrated change control processes.

Qualifications

Required Experience

• Bachelor's degree in business, Computer Science, or related field
• 8+ years of Professional Services experience
• 3+ years of program/portfolio management experience
• Proven success managing multiple workstreams and concurrent projects.
• Experience coordinating geographically diverse teams.
• Track record of successful large-scale program delivery

Key Skills

• Strategic program planning and execution
• Complex dependency management
• Portfolio management and optimization
• Multi-project resource allocation
• Risk management and mitigation strategies.
• Executive-level communication and presentation
• Cross-functional team leadership
• Stakeholder management and influence

Additional Details

• Position may require up to 30% travel to client sites.
• Remote work options available

Compensation:

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. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our 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. To learn more, visitwww.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 reasonable.accommodations@genesys.com.

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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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.