Senior Program Manager – Professional Services

Genesys

Senior Program Manager leading Genesys’ enterprise AI-powered customer experience transformations. Owning strategy, governance, financial performance, and delivery across complex multi-year programs.

Posted 8/24/2026full-timePennsylvania, Texas • 🇺🇸 United StatesSenior💰 $151,200 - $265,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in enterprise program management, governance models, and financial management, with a strong focus on leading complex technology transformations and managing cross-functional teams. Proven ability to influence C-level executives and drive organizational change initiatives while ensuring successful program execution and stakeholder satisfaction.

Highest-signal resume keywords

Enterprise Program ManagementFinancial ManagementGovernance ModelsPMP CertificationAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program Financial ManagementRevenue ForecastingRisk ManagementOrganizational ChangeStrategic PlanningChange RequestsStatements of WorkKPI DevelopmentCloud TransformationContact Center Modernization

Soft Skills

Executive CommunicationStakeholder ManagementNegotiationConflict ResolutionDecision-Making

Tools & Technologies

CRMArtificial IntelligenceWFMWEMAPIsAutomationEnterprise Integrations

Certifications & Qualifications

PMP CertificationPgMPPMI-ACPSAFeScrum Master

Industry Keywords

Enterprise TransformationCCaaS ImplementationCloud MigrationCustomer Experience TechnologiesGeographically Distributed Teams

Tech Stack

Tools & technologies

CloudPMP

About the role

Key responsibilities & impact

Lead Genesys' largest and most complex enterprise transformation programs
Define program strategy, governance, success criteria, and execution roadmaps
Own end-to-end performance across scope, schedule, quality, financial results, customer satisfaction, organizational change, and contractual commitments
Align customer executives, Genesys leadership, delivery teams, strategic partners, and vendors
Serve as primary program leader and executive escalation point
Lead executive governance meetings, steering committees, and business reviews
Manage revenue forecasting, profitability, margins, budgets, scope governance, Statements of Work, and Change Requests
Anticipate and mitigate business, operational, contractual, financial, technical, and organizational risks
Establish governance models, reporting standards, metrics, KPIs, and success measures
Partner with Sales, Customer Success, Technical Consultants, Product, Engineering, Support, Finance, Legal, and Services leadership
Guide Project Managers and Program Managers across interconnected workstreams
Lead customer transformation and organizational change initiatives
Mentor Project Managers and Program Managers
Advance methodologies, templates, governance practices, and delivery standards
Influence senior leaders and champion continuous improvement across Professional Services
Translate lessons from strategic programs into repeatable delivery practices

Requirements

What you’ll need

Bachelor's degree or equivalent professional experience
10+ years of experience leading complex enterprise technology implementations, transformation initiatives, and strategic programs
Extensive experience managing global, multi-million-dollar, multi-year enterprise programs with multiple workstreams and significant executive visibility
Demonstrated success leading large, cross-functional teams within complex matrixed organizations
Proven executive presence and ability to advise, communicate with, negotiate with, and influence C-level customer executives and senior internal leaders
Deep expertise in enterprise program management, governance models, strategic planning, financial management, risk management, and organizational change
Strong background in program financial management, including revenue forecasting, profitability, margins, budgets, scope governance, and commercial performance
Extensive experience managing strategic partners, vendors, outsourced delivery organizations, and geographically distributed teams
Exceptional executive communication, stakeholder management, negotiation, conflict resolution, and decision-making capabilities
PMP certification
Experience applying Agile, Waterfall, and Hybrid delivery methodologies to complex enterprise programs
Ability to travel up to 25 percent
Preferred: PgMP, PMI-ACP, SAFe, Scrum Master, or equivalent advanced project or program management certification
Preferred: Experience leading large-scale cloud transformation, CCaaS implementation, contact center modernization, or cloud migration programs
Preferred: Knowledge of enterprise customer experience technologies, including CRM, artificial intelligence, WFM, WEM, analytics, APIs, automation, and enterprise integrations
Preferred: Experience leading transformation programs involving Genesys Cloud or comparable enterprise cloud platforms
Preferred: Strong understanding of customer adoption, organizational change, and value realization within large enterprise technology transformations
Preferred: Current passport

Benefits

Comp & perks

Medical, Dental, and Vision Insurance
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off
10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families
Mentorship, learning programs, leadership development and education support