Sr. Manager, Professional Services Consulting

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Sr. Manager, Professional Services
United States 

Role Overview: 
This role drives the successful delivery of complex, enterprise-scale customer experience solutions by leading Project and Program Managers to achieve measurable business outcomes. You will own how customer needs are translated into scalable delivery strategies, ensuring programs are executed with precision, consistency, and strong customer impact. Operating at the intersection of delivery, customer strategy, and product alignment, you will influence how services are structured and delivered across engagements. At Genesys, you will help organizations create more empathetic, connected customer experiences through AI-driven innovation and cloud technology. This position offers strong visibility across leadership and product teams, along with opportunities to shape delivery methodology and expand your impact across global initiatives. 

Key Responsibilities: 

• Lead and develop a team of Project and Program Managers, ensuring consistent delivery excellence across customer engagements  

• Own the end-to-end execution of complex customer programs, driving alignment between customer goals, delivery strategy, and business outcomes  

• Drive the creation of scalable delivery frameworks and program roadmaps that accelerate time to value and improve customer adoption  

• Lead customer engagements at a strategic level, guiding program direction, resolving challenges, and ensuring alignment with business objectives  

• Act as an escalation point for delivery risks and issues, ensuring timely resolution and strong customer satisfaction  

• Partner with Product Management to align customer implementations with product capabilities and future roadmap direction  

• Influence continuous improvement of Professional Services delivery methodology through feedback, innovation, and operational insights  

• Ensure effective resource planning and load balancing across projects to optimize team performance and utilization  

• Represent Professional Services in cross-functional initiatives, driving alignment across stakeholders and business units  

• Promote a culture of accountability, collaboration, and continuous improvement within the team  

Required Qualifications: 

• Proven experience leading Project Managers and Program Managers in a Professional Services or enterprise delivery environment  

• Strong experience managing large-scale, customer-facing programs with measurable business impact  

• Demonstrated ability to lead project teams across closely related functional areas, applying broad management knowledge and strategic oversight  

• Mastery-level expertise within a technical or professional discipline, combined with a strong understanding of adjacent functions within the organization  

• Bachelor’s or Master’s degree, or equivalent professional experience  

• Minimum of 10 years of relevant experience in program delivery, consulting, or customer experience environments  

• Demonstrated ability to influence stakeholders across technical and business domains  

• Solid understanding of customer experience platforms, with Genesys knowledge preferred  

• Proven ability to design and execute scalable delivery strategies aligned with customer objectives  

• Strong written and verbal communication skills with the ability to convey complex ideas clearly  

• High emotional intelligence with demonstrated strengths