Note: The job is a remote job and is open to candidates in USA. Genesys is seeking a Senior Program Manager to lead the growth and evolution of its global Voice of the Customer (VoC) practice. The role translates practice strategy into execution by managing a portfolio of initiatives, coordinating cross-functional work, and establishing scalable processes, visibility, and accountability.
Responsibilities
- 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
- 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
Skills
- 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
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
- Commission or performance-based bonus opportunities
- Flexible-first culture
- Mentorship, learning programs, leadership development and education support
- Paid volunteer time
- August Free Fridays
- Well-being resources and regionally tailored programs for employees and their families
Company Overview
Company H1B Sponsorship