PS Program Director

Genesys empowers more than 7,500 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.

Position Purpose

Program Manager, Professional Services is a key role within the Professional Services Organization responsible for ensuring delivery excellence as well as team performance for direct reports. This role is a results-driven position with the expectation that the Senior Manager, Professional Services will directly engage with sales team members, leaders in other departments, leaders of business units in other geographies, and with customers, and prospects.

Sr. Manager, Professional Services will be involved in the following activities:

• Responsible for growing and executing the delivery of services while providing the highest level of customer satisfaction for Canadian clients.
• Driving growth in a diverse Professional Services organization, accountable for Services Revenue, Services Gross Profit, and Customer Satisfaction.
• Leading a team of Project Managers and will be responsible for developing and retaining talent. 

Key Responsibilities

• Responsible for driving successful project implementation
• Building and maintaining relationships with the Genesys Account team, and executives with customers and partners
• Provide leadership in all areas including discovery, estimating, delivery, deal shaping, and support.
• Align resources to meet company goals for revenue and margin attainment.
• Delivery of projects within budgeted hours while maintaining high customer satisfaction scores.
• Direct teams to effectively and quickly onboard new customers.
• Monitor performance, customer feedback, and customer satisfaction relative to our employee interaction with our customer base.
• Serve as the main executive resource for customer satisfaction issue resolution related to Services engagements.
• Provide management direction and mentoring on key customer deals to both the sales and services leadership teams.
• Communicates goals and objectives and gathers and incorporates feedback from direct and indirect resources to ensure a clear understanding of expectations.
• Manage performance improvement plans across the team as necessary.
• Recommend process updates as necessary to meet project goals

Required Qualifications

• Bachelor’s degree or higher in Business or Computer Science.
• 5+ years of hands-on Professional Services experience.
• 3+ years of supervisory, management, or leadership experience.
• Hands-on experience selling, delivering, and supporting projects
• Demonstrated ability to lead and develop a team of geographically diverse project managers.
• Ability to communicate directly with technical teams.
• Strong management skills including the ability to lead teams.
• Excellent communication skills. (written & oral presentation)
• Ability to travel as necessary to support business.
• Travel 30%

Compensation and Benefits:

• Market competitive salary with an anticipated base compensation range of $108,761.25 - $181,268.75 USD. This role may also be eligible for commission or performance-based bonus opportunities. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location.
• 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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. T