Senior Director, Strategy & Operations

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.

Overview 

Genesys is seeking an execution-focused transformation leader to join our Business Transformation Team. As Senior Director, Strategy & Operations, you will be the operational driver behind our most critical enterprise transformations — including Lead-to-Cash modernization and our AI-first initiatives. 

This role is hands-on and outcome-driven: you will lead cross-functional execution, resolve operational blockers, coordinate stakeholders, and ensure transformation programs deliver measurable, sustainable business value. You’ll balance strategic alignment with the day-to-day realities of delivering complex change at scale. In addition to leading programs, you will directly manage and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous improvement. 

Key Responsibilities 

Operational Leadership for Enterprise Transformation 

• Lead the execution of high-impact enterprise transformation initiatives, ensuring strategic priorities are translated into measurable business results. 

• Serve as the “go-to” problem solver, tackling operational bottlenecks, aligning teams, and enabling faster, more effective execution. 

• Apply a pragmatic, hands-on approach — bringing structure where needed but prioritizing forward progress over process for process’ sake. 

• Provide day-to-day leadership, guidance, and direction to your direct reports, ensuring they are empowered, supported, and aligned with transformation objectives. 

Driving Current & Future Transformations 

• Partner with business and functional leaders to deliver current transformation priorities — including Lead-to-Cash modernization and AI-first transformation — while prioritizing and preparing for future enterprise-wide transformation efforts. 

• Quickly adapt to new transformation domains as business priorities evolve, ensuring a consistent, value-driven execution approach across initiatives. 

• Coach, mentor, and grow the skills of your team members so they can take on increasing levels of ownership and responsibility in future transformation efforts. 

Value Realization & Impact Delivery 

• Define and track value drivers for each transformation, ensuring that business impact is quantified, reported, and delivered. 

• Maintain visibility for executives into progress, outcomes, and realized benefits — focusing on impact over activity. 

Cross-Functional Stakeholder Alignment 

• Build trust and alignment with senior leaders and cross-functional teams, ensuring clarity on objectives, decision-making, and execution priorities. 

• Influence without authority by combining business acumen, operational insight, and a results-oriented mindset. 

Tactical Problem Solving 

• Step into execution challenges directly, diagnosing issues and driving solutions that