Senior Program Manager, Product Strategy & Operations

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Senior Program Manager

The Senior Program Manager is responsible for working with both product management and engineering on internal programs to meet KPIs, delivery on strategic initiatives and key company/customer priorities.

This position is integral for the delivery of key programs within Genesys Cloud product organization. Senior Program Managers manage complex programs from initiation through general availability.

Within the defined scope of a project, the Senior Program Manager will consult with various internal teams to build a plan to deliver.

Additionally, the Senior Program Manager should act as a leader of the organization by serving as a mentor to their peers, recommending areas for improvement within the methodology and taking initiative to assist and influence peers by asserting their experience and best practices.

While the role is truly one of individual contributor, a high degree of interaction and leadership is required with all internal team members.

What you will do:

The key duties and responsibilities of this role include, but are not limited to;

• Senior Program Managers are responsible for successful planning and follow-through that ensures timely, and high-quality completion of programs.
• This includes working with Product and Engineering Leads to manage a project through the full Genesys Cloud Product Development life cycle process.
• Senior Program Managers define, create, and maintain project plans; lead, motivate and focus the team, and may manage some day-to-day team communication.

Project Management (70%)

• Provides program management for complex programs that require coordination between multiple product teams and engineering groups
• Support the day-to-day activities of the team to assist with priorities, risks and time schedules.
• Coordinates with internal staff to provide regular updates on the status of assigned programs.
• Provides regular status updates to Product Strategy & Operations management or overall leadership team members as required for various programs.
• Prepares, distributes and maintains all project documentation according to established processes and methodology.
• Provides consulting on project implementations as required.
• Escalates program risks or customer support issues as required.

Process Improvement (20%)

• Responsible for updating various processes related to the Product organization.
• Regularly review existing processes in order to keep current or make recommendations to improve processes
• Utilize various dashboards and data analytics to identify areas for improvement and follow-up

Administration & Training (10%)

• Timely submission of status reports, team updates and all project documentation in the document repository of record.

• Continues to stay abreast of technology through internal training, self-study, and industry standard certifications.
• Continued product training, as applicable

You have been there and done this…

• Bachelor’s degree in Program Management, Communications, Business Administration, or related discipline, or equivalent professional technical experience. PMP certification; other industry recognized certifications given additional consideration.
• Proven excellence managing multiple programs with multiple teams in a fast-paced environment.
• High emotional intelligence
  • Being able to build productive & positive working relations with co-workers with varying technical & business backgrounds
  • Growth & agile mindset with strong work ethics, embracing diversity
• Be a proactive self-starter with the ability to multi-task, work independently, prioritize, meet deadlines and get things done in a detail-oriented way
• Excellent communication and presentation skills.
• Experience working cross-functionally with operational and business teams 
• Strong leadership abilities and critical thinking skills 
• 6+ years’ experience successfully implementing complex programs
• Demonstrate intellectual curiosity and a desire to tackle ambiguous and varied projects in support of the Product Management team
• Demonstrated proficiency with PPT, Excel, and Smartsheet (or similar project management tool); experience working in Jira and Aha a plus

What do we offer?

• The warmest of welcomes: we will make sure you feel part of the Genesys team from day One.
• The best of both worlds: the stability of a multinational company and the flexibility and speed of a startup company.
• Keep you in the loop: complete support and transparency from our global and local leaders.
• An A-team: talented and experienced professionals you can grow professionally with and an open & inclusive community.
• Career development: we will support your professional growth because your goals are important to us.
• Flexibility: office, remote or hybrid? Choose what you need to be at your best every day.
• Empathy: your well-being is our priority. You will have extra days off in August and October, and extra time off to volunteer to help a cause close to your heart.
• Cafeteria, health insurance, life insurance, learning center to improve yourself, language courses, gym, vitamin bar, company cafe with our own barista.
• And a fabulous new HQ near Nyugati Railway Station at Budapest.

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About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.