Sr. Global Partner Programs Manager

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.

About the Role

We are seeking an accomplished and strategic Sr. Global Partner Programs Manager to lead the design, execution, and continuous improvement of Partner programs across our global Partner Ecosystem. This role combines program leadership, data-driven insights, and project management expertise to drive Partner success, operational efficiency, and business growth in a fast-paced SaaS CCaaS environment.

You will collaborate cross-functionally with Partner Sales, Revenue Intelligence, Marketing, Operations, Finance, and Enablement to deliver scalable programs and processes that strengthen Partner performance and engagement. This highly visible role requires strategic thinking, structured project execution, and the ability to manage both long-term initiatives and ad-hoc strategic projects that advance our Partner business.

Key Responsibilities

Strategic Program Leadership

• Lead strategic Partner program development, from ideation through execution, ensuring outcomes are clearly defined, tracked, and achieved.

• Align program strategy with corporate GTM goals to drive measurable impact on revenue, Partner contribution, and customer outcomes.

• Develop and maintain program governance, communications, and documentation for consistency and scalability.

• Serve as the primary liaison between Partner, Sales, Marketing, and Operations teams to ensure alignment and seamless execution.

Partner Performance & Analytics

• Define and manage key performance indicators (KPIs) to measure Partner success, program effectiveness, and ROI.

• Deliver executive-ready insights, dashboards, and reporting on program performance and partner impact.

• Identify trends, gaps, and opportunities for optimization across Partner strategy and programs team, operations and engagement.

Cross-Functional Collaboration & Operational Execution

• Lead structured project management efforts, ensuring milestones, deliverables, and timelines are met across multiple concurrent workstreams.

• Facilitate launch readiness, change management, and communication plans for new Ppartner programs and updates.

• Drive process automation and system improvements in collaboration with Operations and IT teams to enhance scalability.

Ad-Hoc Initiatives & Strategic Projects

• Lead and manage cross-functional, ad-hoc initiatives and special projects that support evolving Ppartner and business priorities while ensuring effective communication of progress across teams.

• Apply project management best practices to scope, plan, and execute high-impact initiatives such as program pilots, operational improvements, or data optimization efforts.

• Provide project tracking, stakeholder updates, and post-launch evaluations to ensure business outcomes are achieved.

Qualifications

• 10+ years of experience in partner program management, channel operations, or GTM strategy within a SaaS or technology company.

• Proven success leading large-scale programs and initiatives across complex, global organizations.

• Strong understanding of Partner ecosystems, indirect sales models, and incentive program management.

• Demonstrated experience managing rebate accruals, payments, and incentive processes.

• Project management expertise with a track record of delivering results through structured methodologies (e.g., Agile, PMP, or equivalent experience).

• Strong analytical skills and proficiency with Salesforce, PRM tools, and Tableau.

• Excellent communication, stakeholder management, and executive presentation skills.

• Bachelor’s degree in Business, Operations, or related field (MBA or PMP certification preferred).

Preferred Attributes

• Experience in CCaaS, SaaS, or cloud-based eco