Senior Program Manager, Product Strategy & Operations

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Senior Program Manager

The Senior Program Manager is responsible for working with both product management and engineering on internal programs to meet KPIs, delivery on strategic initiatives and key company/customer priorities.

This position is integral for the delivery of key programs within Genesys Cloud product organization. Senior Program Managers manage complex programs from initiation through general availability.

Within the defined scope of a project, the Senior Program Manager will consult with various internal teams to build a plan to deliver.

Additionally, the Senior Program Manager should act as a leader of the organization by serving as a mentor to their peers, recommending areas for improvement within the methodology and taking initiative to assist and influence peers by asserting their experience and best practices.

While the role is truly one of individual contributor, a high degree of interaction and leadership is required with all internal team members.

What you will do:

The key duties and responsibilities of this role include, but are not limited to;

• Senior Program Managers are responsible for successful planning and follow-through that ensures timely, and high-quality completion of programs.
• This includes working with Product and Engineering Leads to manage a project through the full Genesys Cloud Product Development life cycle process.
• Senior Program Managers define, create, and maintain project plans; lead, motivate and focus the team, and may manage some day-to-day team communication.

Project Management (70%)

• Provides program management for complex programs that require coordination between multiple product teams and engineering groups
• Support the day-to-day activities of the team to assist with priorities, risks and time schedules.
• Coordinates with internal staff to provide regular updates on the status of assigned programs.
• Provides regular status updates to Product Strategy & Operations management or overall leadership team members as required for various programs.
• Prepares, distributes and maintains all project documentation according to established processes and methodology.
• Provides consulting on project implementations as required.
• Escalates program risks or customer support issues as required.

Process Improvement (20%)

• Responsible for updating various processes related to the Product organization.
• Regularly review existing processes in order to keep current or make recommendations to improve processes
• Utilize various dashboards and data analytics to identify areas for improvement and follow-up

Administration & Training (10%)

• Timely submission of status reports, team updates and all project documentation in the document repository of record.

• Continues to stay abreast of technology through internal training, self-study, and industry standard certifications.
• Continued product training, as applicable

You have been there and done this…

• Bachelor’s degree in Program Management, Communications, Business Administration, or related discipline, or equivalent professional technical experience. PMP certification; other industry recognized certifications given additional consideration.
• Proven excellence managing multiple programs with multiple teams in a fast-paced environment.
• High emotional intelligence
  • Being able to build productive & positive working relations with co-workers with varying technical & business backgrounds
  • Growth & agile mindset with strong work ethics, embracing diversity
• Be a proactive self-start