Jobs and Careers

Sr. Program Manager

Indianapolis, United Statesfull_timeVerifiedPosted 2 Oct 2025

💰 $230,800/yr

About the role

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 DescriptionGenesys seeks a highly driven Senior Program Manager to join the Customer Success (CS) Operations team in the Project Management Office (PMO). In this role, you will manage high-impact initiatives that enable the success of our CS business by improving operational efficiency, enhancing customer experience, and aligning cross-functional teams to common goals.Our projects span Customer Success Management, Product Support, Education Services, Renewal Management, Professional Services, Innovation, and more. If you're an organized and effective communicator who thrives on managing complex workstreams and enabling strategic outcomes—we’d love to connect!Key Responsibilities:

Manage all aspects of project delivery from initiation through planning, execution, and successful delivery, including risk mitigation and stakeholder alignment.
Tailor project management approaches based on project type, using a blend of Agile, Waterfall, or hybrid methods.
Lead cross-functional teams, aligning internal stakeholders and partners on scope, milestones, and execution plans.
Identify, prioritize, and resolve project issues and dependencies; escalate when needed and implement mitigation strategies.
Serve as a key liaison between CS Operations and CS business units, supporting communication of key initiatives and priorities.
Coordinate across global teams, adapting to different work styles and managing multiple concurrent workstreams.
Prepare and deliver clear, concise communications and presentations tailored to both technical and senior audiences.
Mentor and support fellow PMs, contributing to a culture of shared learning, collaboration, and delivery excellence.
Assist in the development of project management templates, best practices, and governance tools.

Required Qualifications:

12+ years of relevant experience in project management, ideally within SaaS, customer success, or technology environments.
Bachelor’s degree in business, technology, engineering, or a related field; MBA or equivalent is a plus.
Project Management certification (e.g., PMI PMP); Agile certifications are a plus.
Familiarity with tools such as Smartsheet, Salesforce, Gainsight, and Microsoft 365.
Genesys platform knowledge is preferred but not required.
Strong emotional intelligence and the ability to lead through influence while displaying empathy.
Demonstrated ability to work independently, manage ambiguity, and drive outcomes.
Passion for collaboration, diverse perspectives, and fostering an inclusive, energetic team culture.
Values diversity and practices a growth mindset.
Thrives in a collaborative, high-energy team environment, supporting others, sharing knowledge, and contributing to a positive and fun workplace culture.

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.

$124,200.00 - $230,800.00

Benefits: