Senior Manager, Online Communities

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.

Job Title: Senior Manager, Online Communities 

Department & Team: Customer Engagement & Advocacy, Customer Success Digital Transformation 

Reports to: Senior Director, Customer Success Digital Transformation 

Location: Anywhere, USA 

Summary   

We are seeking a Senior Manager, Online Communities to join our Customer Success Digital Transformation team. In this role, you will serve as the face of community for the Genesys Orchestrators program while leading an established team of online community professionals. You will set the strategy and direction for a global, cross-platform digital community that drives ongoing engagement, adoption, and deeper relationships between Genesys and its orchestrators. 

You will empower Genesys Online Community members to create, share, and engage with content that enhances their Genesys experience. Applying creative and strategic thinking, you will maximize community tools and resources, oversee rewards and recognition programs, and collaborate across the organization to expand content, drive participation, and sustain long-term engagement.  

Responsibilities 

• Define and execute the strategy and long-term vision for the Genesys Online Community, aligned with Customer Success and business objectives 

• Lead, coach, and develop an established team of online community professionals 

• Stay current on industry trends, best practices, and emerging technologies to continuously evolve the community experience 

• Modernize programs, tooling, and operating models 

• Oversee community platforms, tools, and governance, ensuring scalability, performance, and operational excellence 

• Manage community programs and initiatives that drive member engagement, adoption, and advocacy 

• Grow and engage the community through member recruitment, lifecycle management, and participation strategies 

• Partner cross-functionally to drive internal awareness, contribution, and alignment across Genesys teams 

• Monitor community activity and behavior, identify trends and insights, and share actionable recommendations with stakeholders 

• Define and report on community health, engagement, and performance metrics 

• Develop and execute marketing and communication strategies to promote community membership and participation 

• Guide content and communication standards to ensure relevance, quality, and consistency across the community 

Experience and skills  

• Demonstrated experience leading and scaling online communities using enterprise platforms such as Higher Logic, Jive, Lithium, or Salesforce Community Cloud 

• Proven ability to lead teams and work cross-functionally to align stakeholders and deliver shared outcomes 

• Ability to influence executives and clearly articulate the business impact of community initiativ