Product Program Manager, One Genesys Framework

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 Summary

The Product Program Manager, One Genesys Framework, plays a key role in driving disciplined and coordinated execution of strategic initiatives across Genesys. This role supports the delivery of new offers, go-to-market readiness, operational improvements, and governance activities that help teams execute with clarity and precision. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means contributing to a global team that collaborates deeply and strives to go big through innovation, partnership, and operational excellence.

About Genesys

Genesys empowers organizations to deliver personalized customer experiences at scale. The One Genesys Framework (OGF) is the operating backbone that strengthens cross-functional alignment, improves decision-making, and enables consistent execution that supports sustained growth.

Role Overview

The OGF team partners across Product, Marketing, Sales, Customer Success, Finance, Legal, and IT to lead major launches and operational initiatives. The team leverages AI-enabled insights and strong program, product, and process management expertise to drive execution and continuous improvement across the company. This role requires strong influence, structured thinking, and the ability to guide diverse teams toward shared outcomes.

Responsibilities

• Manage complex global initiatives from inception through launch, including business case development, solution design, company wide readiness, and performance tracking

• Monitor initiative milestones, dependencies, and risks, and use insights to support prioritization, performance measurement, and executive decision making

• Communicate progress and key actions to cross functional partners and leaders in a clear and structured manner that drives alignment and accountability

• Enable teams to understand and apply Genesys operational frameworks, tools, and processes to improve consistency and execution quality

• Contribute to continuous improvement of the One Genesys Framework by incorporating insights, feedback, and best practices from company wide initiatives

• Partner with cross functional teams to drive clarity on scope, timing, and resource needs for high impact programs

• Identify opportunities to streamline workflows or improve collaboration, including the use of AI tools and automation where appropriate

Basic Qualifications

• Bachelor's degree or equivalent practical experience in business, operations, program management, or a related field

• Applicants must be legally authorized to work in the United States for Genesys now and in the future without requiring visa sponsorship.

• Three to four years of experience leading cross functional programs in a global technology, SaaS, or enterprise environment

• Ability to translate strategy into structured execution plans with clear dependencies and accountability

• Experience influencing teams without direct authority and facilitating decision making with senior stakeholders

• Strong communication and presentation skills, including the ability to synthesize complex information for executive consumption

• Proficiency with common program management tools such as Smartsheet, Asana, or Jira

Preferred Qualifications

• Experience with operational governance or lifecycle management frameworks such as launch readiness or stage gate

• Familiarity with SaaS business models and commercial readiness processes including pricing, packaging, SKU management, and quote to cash

• Background in operational excellence, change management, or process improvement

• Experience working in dynamic, matrixed environments across Product, Sales, Marketing, Finance, and Customer Success

• Exposure to AI or automation technologies that support program manage