Product Program Manager, One Genesys Framework

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.

Job Summary

The Product Program Manager, One Genesys Framework, plays a key role in driving disciplined and coordinated execution of strategic initiatives across Genesys. This role supports the delivery of new offers, go-to-market readiness, operational improvements, and governance activities that help teams execute with clarity and precision. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means contributing to a global team that collaborates deeply and strives to go big through innovation, partnership, and operational excellence.

About Genesys

Genesys empowers organizations to deliver personalized customer experiences at scale. The One Genesys Framework (OGF) is the operating backbone that strengthens cross-functional alignment, improves decision-making, and enables consistent execution that supports sustained growth.

Role Overview

The OGF team partners across Product, Marketing, Sales, Customer Success, Finance, Legal, and IT to lead major launches and operational initiatives. The team leverages AI-enabled insights and strong program, product, and process management expertise to drive execution and continuous improvement across the company. This role requires strong influence, structured thinking, and the ability to guide diverse teams toward shared outcomes.

Responsibilities

• Manage complex global initiatives from inception through launch, including business case development, solution design, company wide readiness, and performance tracking

• Monitor initiative milestones, dependencies, and risks, and use insights to support prioritization, performance measurement, and executive decision making

• Communicate progress and key actions to cross functional partners and leaders in a clear and structured manner that drives alignment and accountability

• Enable teams to understand and apply Genesys operational frameworks, tools, and processes to improve consistency and execution quality

• Contribute to continuous improvement of the One Genesys Framework by incorporating insights, feedback, and best practices from company wide initiatives

• Partner with cross functional teams to drive clarity on scope, timing, and resource needs for high impact programs

• Identify opportunities to streamline workflows or improve collaboration, including the use of AI tools and automation where appropriate

Basic Qualifications

• Bachelor's degree or equivalent practical experience in business, operations, program management, or a related field

• Applicants must be legally authorized to work in the United States for Genesys now and in the future without requiring visa sponsorship.

• Three to four years of experience leading cross functional programs in a global technology, SaaS, or enterprise environment

• Ability to translate strategy into structured execution plans with clear dependencies and accountability

• Experience influencing teams without direct authority and facilitating decision making with senior stakeholders

• Strong communication and presentation skills, including the ability to synthesize complex information for executive consumption

• Proficiency with common program management tools such as Smartsheet, Asana, or Jira

Preferred Qualifications

• Experience with operational governance or lifecycle management frameworks such as launch readiness or stage gate

• Familiarity with SaaS business models and commercial readiness processes including pricing, packaging, SKU management, and quote to cash

• Background in operational excellence, change management, or process improvement

• Experience working in dynamic, matrixed environments across Product, Sales, Marketing, Finance, and Customer Success

• Exposure to AI or automation technologies that support program management and operational efficiency

• PMP, PgMP, or equivalent practical expertise

Why Genesys

Joining Genesys means becoming part of a supportive, collaborative, and innovative global team that values empathy and works together to move the business forward. Employees have the opportunity to make a measurable impact, contribute to transformative work, and help shape the future of experience orchestration.

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.  

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 [email protected].

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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.