Why This Job is Featured on The SaaS Jobs
This PMO leadership role sits at a familiar SaaS inflection point where cloud delivery, customer outcomes, and operational governance converge. Genesys operates a cloud contact center platform, so project execution is tightly coupled to subscription value realization, renewals, and expansion. The remit’s emphasis on book to revenue and escalation coverage signals a service delivery function that is directly connected to commercial timing and customer experience, not a back office PMO.
For a SaaS career path, the role builds durable operating leverage skills: standardizing delivery methodology across a region, turning KPIs into improvement programs, and aligning cross functional stakeholders around predictable outcomes. Managing both cloud and on premises delivery models also strengthens platform literacy and change management, which translates well across enterprise SaaS vendors where hybrid customer estates remain common.
This position fits a manager who prefers structured problem solving and measurable execution, and who is comfortable leading customer facing teams while influencing internal leadership. It is well matched to someone ready to balance people development with hands on intervention in critical accounts, and who wants their program discipline to be tested against real revenue deadlines and customer commitments.
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.
As Senior Manager, Project Management Office, you will be responsible for the effective execution of the project management team within region North. Job duties include managing a team on a regional scale, overseeing projects in alignment with organizational objectives, being a thought leader, Own the Book-to-Revenue for our closed PS booking deals, Step into accounts where needed (Escalations or Executive attention) and driving innovation & Best practices regarding project execution accelerating the Land & Expand motion. The candidate will have a solid background on project management and process understanding but equally feel comfortable dealing with experts in bit technology as business. They will demonstrate ability to manage and motivate high performing teams. The Senior Manager must demonstrate experience in creating and implementing methodologies and cultivating a work environment that develops leaders, grows CX champions, and focuses on Customer Success.
As the leader of the project Management team, you will be responsible for hiring and developing the careers of team members, driving process improvements across the organization, building relationships with cross-functional leadership, breaking silos, strategizing as One Genesys, all while influencing business decisions, driving transformation, designing service delivery models, and driving to support Genesys leadership on vision and brand. The Senior Manager will be responsible for assigning team members to customers for delivery of committed service offers as well as continual follow-through to ensure obligations are met and resources are allocated effectively.
Skills for this position require applicants to build strong personal relationships, have a strong understanding of communications technology and cloud concepts, and the ability to set and manage expectations for customers. Along with the knowledge of methods to initialize, plan, execute, control and monitor a project, the Senior Manager will use skills and leadership competencies for team building, client relations, negotiation, decision making, problem solving, and conflict management. The Senior Manager will need to establish and lead a diverse team to effectively deliver per contractual obligations to customers.
Responsibilities include but are not limited to:
Lead a team of project or program managers by setting direction based on organizational objectives, overseeing planning, and successful execution;
Mentor and develop members of the team for ascension and promotion of company vision by embracing personal leading accountability;
Provide input to management peers for organizational planning and structure, budgets, and training;
Be Able to lead by example where needed coming with a strong background and experience as an individual performer within the field of expertise;
Contribute to and implement strategic and tactical plans to ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations;
Help define and build an organization that excels in delivering an exceptional Customer Experience with operational efficiency;
Contribute to design and implement Premise and Cloud Genesys Care Offers for both, direct and Partner based relationships comprising the Genesys Customer Experience Platform;
Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience;
Establish and evolve key performance indicators (KPI’s) and benchmarks for measuring individual and team performance
Define and execute improvement programs to address gaps identified from KPI measures;
Act as a point of contact for critical situations to ensure that Genesys is always represented in the most positive manner;
Participate and represent Genesys Customer Success during pre-sales cycles and RFP responses as required.
Qualifications/Requirements:
- BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering, or equivalent industry experience.
- 7-10 years of relevant experience managing customer-facing, business or technical teams in a fast-paced, dynamic environment.
- Certified or equal due to experience within Project methodologies.
- Experience in Cloud Based and Premises delivery models.
- 20%+ travel will be required.
- Excellent written and verbal communication skills.
- Ability to negotiate and to manage conflict: employ empathy to establish relationships with internal and external stakeholders that build confidence, trust, and loyalty.
- Must be knowledgeable about best practices in contact center and communications industry to deliver experience as a Service.
- Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to define and execute improvement plans.
- Strong Customer and Partner focus and credibility; ability to engage at Director and C-level.
- Ability to create a positive, high-energy work environment; acknowledge and reward individual and team excellence; deliver fair and impartial performance assessment.
- Capability to stay calm and operate effectively under stress.
See more Genesys benefits information at https://mygenesysbenefits.com/
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
Genesys is an equal opportunity employer committed to diversity 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.
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.
