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.

Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.

The Program Director fosters a culture of operational excellence, collaboration, and continuous improvement by mentoring project leaders, optimizing processes, and instilling accountability across diverse global teams. With a strong executive presence and the ability to engage directly with senior stakeholders, this leader navigates complexity to remove barriers, resolve issues, and deliver business-critical outcomes.

The ideal candidate will bring proven expertise in managing multi-disciplinary teams, building scalable delivery frameworks, and leading enterprise SaaS or cloud transformation programs in large, matrixed organizations. This individual combines visionary leadership with disciplined execution, ensuring programs achieve strategic objectives and deliver lasting enterprise impact.

Key Responsibilities

Strategic Leadership & Program Governance

• Must have led at least two full lifecycle enterprise transformation programs (from initiation through value realization), not just technology deployments.
• Experience aligning transformation roadmap, architecture evolution, and business change across multiple business units.
• Lead enterprise-scale, multi-year transformation programs from strategy to delivery, ensuring alignment with business objectives and measurable value realization.
• Establish governance frameworks that integrate business units, regional teams, and technology stakeholders to ensure consistent execution and risk management.
• Serve as the strategic advisor to senior executives, influencing decision-making through data-driven insights, program metrics, and outcome tracking.
• Align program objectives with enterprise architecture and business transformation strategies to maximize ROI and scalability.

Program Planning & Delivery

• Experience establishing and operating PMO-level governance, including RAID management, benefits tracking, KPIs, OKRs, and financial forecasting.
• Comfortable presenting structured, executive-ready materials (e.g., program dashboards, financial summaries, risk scenarios).
• Define and manage large-scale program roadmaps encompassing multiple concurrent workstreams, budgets, and technology platforms.
• Drive execution excellence through disciplined program management practices, leveraging best-in-class tools and methodologies (e.g., Agile-at-scale, hybrid delivery).
• Oversee vendor and partner coordination to ensure timely, high-quality solution delivery across geographies.
• Proactively identify and mitigate risks, dependencies, and issues that could impact program outcomes.
• Establish performance measurement frameworks to monitor progress, benefits realization, and stakeholder satisfaction.

Cross-Functional Leadership

• Extensive experience managing multi-vendor delivery environments, including coordinating 3rd-party SI partners, offshore delivery teams, and customer resources.
• Experience driving accountability across distributed teams spanning multiple time zones.
• Build and lead global, cross-functional teams spanning business, technology, and operations.
• Foster a culture of collaboration, ownership, and accountability across program stakeholders.
• Partner closely with Finance, HR, and Change Management to ensure organizational readiness and sustainable adoption.
• Provide mentorship and guidance to project managers and workstream leads to strengthen enterprise program management capability.

Change & Stakeholde