Why This Job is Featured on The SaaS Jobs
Genesys operates a cloud-based customer experience platform, which places resilience and continuity at the center of the SaaS delivery model. This crisis management leadership role is notable in SaaS because it sits at the intersection of always-on service expectations, global operations, and the real-world dependencies behind “cloud” (people, offices, and data centers). It also signals how mature SaaS organizations formalize incident governance beyond IT, tying response readiness to enterprise decision-making.
From a SaaS career perspective, the remit spans crisis management, business continuity, disaster recovery alignment, and physical security integration—an unusually broad portfolio that mirrors how modern SaaS risk is managed across functions. The work builds fluency in cross-functional coordination with Communications, HR, Legal, Facilities, and Technology, as well as executive-level reporting and post-incident learning loops. Those are durable skills for operating in subscription businesses where trust, uptime, and operational predictability directly influence retention.
This position best fits an experienced leader who prefers structured programs, clear escalation paths, and measurable readiness over ad hoc response. It will suit professionals who enjoy orchestrating distributed stakeholders, running exercises and after-action reviews, and translating complex risk into practical playbooks. It also aligns with those interested in enterprise-scale SaaS environments where global consistency matters.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
The Senior Manager, Crisis Management – Global Security plays a critical leadership role in protecting Genesys employees, facilities, and operations from disruption. This role leads enterprise-wide crisis management, business continuity, disaster recovery, and physical security readiness programs to ensure organizational resilience during incidents that may impact people, assets, or reputation. At Genesys, we are transforming the customer experience landscape with empathy, innovation, and global impact, and this role helps ensure our teams can continue delivering that mission under any conditions. Joining Genesys means becoming part of a global organization that values preparedness, collaboration, and thoughtful risk management. This position partners closely with executive leadership and cross-functional teams to embed resilience into the way Genesys operates worldwide.
Key Responsibilities
Crisis Management and Incident Response
- Lead the enterprise crisis management program, including governance, policies, frameworks, and all-hazards response playbooks
- Serve as the primary escalation lead for incidents affecting employees, offices, data centers, or corporate reputation
- Coordinate the Global Crisis Management Team and act as a liaison to executive leadership during significant incidents
- Direct cross-functional response efforts with Corporate Communications, Human Resources, Information Technology, Legal, and Facilities teams
- Conduct after-action reviews and root cause analyses, and implement corrective actions to strengthen future readiness
Physical Security Integration and Support
- Partner with the Global Security team to ensure cohesive risk mitigation across crisis response, facility security, and workplace safety programs
- Support enterprise security initiatives, including threat and vulnerability assessments, protective intelligence reviews, executive protection strategies, and global site security planning
- Provide subject matter expertise on guard force operations, access control standards, and emergency response procedures to maintain consistent security posture
- Contribute crisis management insight to physical security system design, site build-outs, and security technology deployments
Business Continuity and Disaster Recovery
- Lead the business continuity management lifecycle, including risk assessments, business impact analyses, and continuity plan development
- Collaborate with Information Technology and business leaders to align technology resilience with business recovery objectives, including RTO and RPO targets
- Oversee testing, exercises, and audits of business continuity and disaster recovery plans across major business functions
- Maintain current documentation and ensure compliance with internal standards, audit requirements, and applicable regulatory expectations
Training, Communication, and Governance
- Develop and deliver enterprise-wide crisis management and business continuity training programs
- Promote a culture of preparedness through education, simulations, and awareness initiatives
- Maintain governance documentation, key performance indicators, and readiness reporting for senior leadership and audit committees
- Ensure resilience considerations are integrated into enterprise risk management and physical security governance frameworks
Qualifications
Education
- Bachelor’s Degree in Emergency Management, Security Management, Business Administration, or a related field
Experience
- Eight to ten or more years of experience in crisis management, business continuity, corporate security, or law enforcement
- Demonstrated experience operating in global, fast-paced, and technology-driven environments
Preferred Certifications
- Certified Business Continuity Professional (CBCP)
- Member of the Business Continuity Institute (MBCI)
- Certified Protection Professional (CPP)
- Physical Security Professional (PSP)
- Certified Emergency Manager (CEM)
Skills and Attributes
- Deep knowledge of crisis management, business continuity, and physical security best practices
- Proven ability to lead and coordinate multi-functional incident response efforts across distributed organizations
- Strong communication and influencing skills with executive leaders and cross-functional stakeholders
- Ability to assess complex operational risks and develop practical, scalable mitigation strategies
- Calm and effective decision-making under pressure, with sound judgment in high-impact situations
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$128,300.00 - $225,700.00
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
Click here to view a summary overview of our Benefits.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness 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.
