Senior Program Manager
Genesys · Virtual Office Illinois, United States
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.
Genesys is seeking a strategic and proactive Senior Program Manager to help lead the growth and evolution of our global Voice of the Customer (VoC) practice. This role will translate practice strategy into execution, driving the portfolio of work required to build, scale, and continuously improve the practice, including offer development, methodology and playbook creation, enablement, research initiatives, go-to-market activities, and other strategic priorities.
You will work closely with VoC practice leadership, subject matter experts, and cross-functional partners to establish priorities, connect work across initiatives, and ensure the practice can execute effectively at scale. You will bring structure to ambiguity, anticipate risks and dependencies, facilitate decisions, and create visibility across a complex portfolio of work.
The ideal candidate combines strong program leadership with strategic thinking, sound business judgment, and a passion for customer experience. You should be equally comfortable building an execution framework, facilitating a cross-functional discussion, analyzing what is preventing progress, and translating complex activity into a clear narrative for senior leaders.
What you’ll do
Lead Practice Planning & Execution
- Own the integrated portfolio of initiatives required to build, scale, and continuously improve the VoC practice, connecting individual projects to broader practice priorities and outcomes.
- Partner with practice leadership to translate strategy and priorities into actionable roadmaps, workstreams, milestones, ownership, and measures of success.
- Establish and manage the operating rhythm for the practice, creating visibility into priorities, progress, dependencies, decisions, risks, and outcomes.
- Evaluate competing priorities and dependencies across the portfolio, identifying tradeoffs and recommending paths forward when resources, timing, or objectives conflict.
- Anticipate risks and barriers to execution, proactively resolving issues where possible and bringing clear recommendations to practice leadership when decisions are required.
- Drive accountability across cross-functional teams, ensuring commitments, decisions, and actions translate into progress.
- Develop clear, executive-ready communications that synthesize portfolio status, emerging issues, decisions, and implications.
- Establish scalable program management approaches, tools, templates, and processes that support the needs of a growing global practice.
- Use practice and program data to identify execution trends, capacity constraints, opportunities for improvement, and areas requiring leadership attention.
Drive Strategic Practice Initiatives
- Lead complex, cross-functional initiatives that advance the growth and maturity of the VoC practice, from initial concept through rollout and measurement.
- Drive the development and launch of new VoC offers, coordinating methodology, delivery readiness, enablement, go-to-market dependencies, and launch activities.
- Lead planning and execution for strategic research initiatives, coordinating internal teams, customers, external partners, and resulting thought leadership or practice assets.
- Partner with subject matter experts to turn emerging ideas into structured initiatives, defining the path from concept to repeatable practice capability.
- Coordinate VoC practice socialization and go-to-market initiatives across marketing, enablement, thought leadership, research, sales, and other cross-functional partners.
- Connect work across initiatives to identify opportunities for reuse, simplification, or greater impact rather than managing projects as independent efforts.
- Define success measures for major initiatives and establish mechanisms to assess adoption, effectiveness, and impact.
- Lead retrospectives and continuous improvement efforts, translating lessons learned into changes to practice processes, methodologies, and ways of working.
- Serve as a trusted program partner to practice leadership, bringing an informed point of view on execution, prioritization, dependencies, and opportunities to scale.
What we’re looking for
- 7+ years of experience leading complex, cross-functional programs in program management, consulting, professional services, customer experience, practice development, or a related field.
- Demonstrated experience managing a portfolio of interconnected initiatives and translating strategic priorities into executable plans.
- Strong program management expertise, including portfolio planning, prioritization, dependency management, risk management, governance, and measurement.
- Ability to operate effectively in ambiguous and evolving environments, bringing structure to work that may not have predefined requirements, processes, or solutions.
- Strong business judgment and problem-solving skills, with the ability to anticipate issues, evaluate tradeoffs, develop recommendations, and drive decisions.
- Excellent stakeholder management and influencing skills, including experience driving outcomes across teams without direct reporting authority.
- Strong written, verbal, and presentation skills, with the ability to synthesize complex information and communicate effectively with both working teams and senior leadership.
- Ability to move fluidly between strategic context and execution detail, understanding both why an initiative matters and what is required to deliver it successfully.
- Strong analytical skills and comfort using program, operational, or business data to identify trends, assess progress, and inform decisions.
- A proactive working style with a demonstrated ability to anticipate needs, connect the dots across workstreams, and maintain momentum in a fast-moving environment.
- A continuous improvement mindset and demonstrated ability to build scalable processes without creating unnecessary complexity.
- Experience with Voice of the Customer practices, customer experience, consulting, CX research, or go-to-market offer development is strongly preferred.
- Experience in a SaaS, professional services, consulting, or other complex cross-functional environment is preferred.
- Experience with Asana, Smartsheet or comparable work management and portfolio management platforms is beneficial.
- Project Management Professional (PMP), Agile, or related program management training or certification is a plus.
Why this role
The Voice of the Customer practice is building new ways to help organizations turn customer feedback into meaningful action. Doing that successfully requires more than strong ideas. It requires disciplined execution, clear priorities, and visibility across the many initiatives needed to build and scale the practice.
In this role, you will help create that structure. You will work closely with practice leaders and subject matter experts to move research, new offers, methodologies, tools, and other priorities from concept through completion.
You will have broad exposure to the development of a growing consulting practice and the opportunity to work across customer experience, analytics, research, consulting, and technology. Your work will directly influence how effectively the practice operates and how quickly new capabilities can be brought to customers and the broader Genesys organization.
Compensation:
This role has a market-competitive sal