Senior Program Manager

🔥 6 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $132.3k - $232.7k / year

⏰ Full Time

🟠 Senior

📋 Program Manager

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Own the integrated portfolio of initiatives required to build, scale, and continuously improve the global Voice of the Customer practice • Translate strategy and priorities into actionable roadmaps, workstreams, milestones, ownership, and success measures • Establish and manage the practice operating rhythm, including priorities, progress, dependencies, decisions, risks, and outcomes • Evaluate competing priorities and dependencies, identify tradeoffs, and recommend paths forward • Anticipate execution risks and barriers, resolve issues, and provide recommendations to practice leadership • Drive accountability across cross-functional teams • Develop executive-ready communications synthesizing portfolio status, issues, decisions, and implications • Establish scalable program management approaches, tools, templates, and processes • Use practice and program data to identify trends, constraints, improvement opportunities, and leadership needs • Lead complex cross-functional initiatives from concept through rollout and measurement • Drive development and launch of new Voice of the Customer offers • Lead strategic research initiatives involving internal teams, customers, external partners, and thought leadership or practice assets • Turn emerging ideas into structured, repeatable practice capabilities • Coordinate practice socialization and go-to-market initiatives across marketing, enablement, thought leadership, research, sales, and other partners • Identify opportunities for reuse, simplification, and greater impact across initiatives • Define success measures and assess adoption, effectiveness, and impact • Lead retrospectives and continuous improvement efforts • Serve as a trusted program partner to practice leadership

🎯 Requirements

• 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 • Strong business judgment and problem-solving skills • Excellent stakeholder management and influencing skills, including driving outcomes across teams without direct reporting authority • Strong written, verbal, and presentation skills • Ability to move between strategic context and execution detail • Strong analytical skills and comfort using program, operational, or business data • Proactive working style and ability to anticipate needs, connect workstreams, and maintain momentum • Continuous improvement mindset and ability to build scalable processes • Experience with Voice of the Customer practices, customer experience, consulting, CX research, or go-to-market offer development strongly preferred • Experience in a SaaS, professional services, consulting, or other complex cross-functional environment preferred • Experience with Asana, Smartsheet or comparable work management and portfolio management platforms 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 • 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