Senior Manager, Online Communities

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 Title: Senior Manager, Online Communities 

Department & Team: Customer Engagement & Advocacy, Customer Success Digital Transformation 

Reports to: Senior Director, Customer Success Digital Transformation 

Location: Anywhere, USA 

Summary   

We are seeking a Senior Manager, Online Communities to join our Customer Success Digital Transformation team. In this role, you will serve as the face of community for the Genesys Orchestrators program while leading an established team of online community professionals. You will set the strategy and direction for a global, cross-platform digital community that drives ongoing engagement, adoption, and deeper relationships between Genesys and its orchestrators. 

You will empower Genesys Online Community members to create, share, and engage with content that enhances their Genesys experience. Applying creative and strategic thinking, you will maximize community tools and resources, oversee rewards and recognition programs, and collaborate across the organization to expand content, drive participation, and sustain long-term engagement.  

Responsibilities 

• Define and execute the strategy and long-term vision for the Genesys Online Community, aligned with Customer Success and business objectives 

• Lead, coach, and develop an established team of online community professionals 

• Stay current on industry trends, best practices, and emerging technologies to continuously evolve the community experience 

• Modernize programs, tooling, and operating models 

• Oversee community platforms, tools, and governance, ensuring scalability, performance, and operational excellence 

• Manage community programs and initiatives that drive member engagement, adoption, and advocacy 

• Grow and engage the community through member recruitment, lifecycle management, and participation strategies 

• Partner cross-functionally to drive internal awareness, contribution, and alignment across Genesys teams 

• Monitor community activity and behavior, identify trends and insights, and share actionable recommendations with stakeholders 

• Define and report on community health, engagement, and performance metrics 

• Develop and execute marketing and communication strategies to promote community membership and participation 

• Guide content and communication standards to ensure relevance, quality, and consistency across the community 

Experience and skills  

• Demonstrated experience leading and scaling online communities using enterprise platforms such as Higher Logic, Jive, Lithium, or Salesforce Community Cloud 

• Proven ability to lead teams and work cross-functionally to align stakeholders and deliver shared outcomes 

• Ability to influence executives and clearly articulate the business impact of community initiatives 

• Strong strategic thinking and execution skills, with the ability to translate business objectives into community programs and initiatives 

• Exceptional written and verbal communication skills, with experience engaging with audiences at multiple levels of the organization 

• Deep understanding of digital community best practices, member engagement strategies, and user experience principles 

• Experience operating in agile, iterative environments and adapting strategies based on feedback and performance 

• Data-driven mindset, with the ability to define success metrics, analyze community health, and communicate impact and results 

• Highly organized and resourceful leader with a strong sense of ownership and accountability 

• Comfortable navigating ambiguity and driving initiatives forward in a fast-paced, evolving environment 

Success in the first 6 months 

Community Growth & Engagement 

• Demonstrate measurable improvements in at least 2–3 core community KPIs (e.g., active companies, subscriber growth, community engagement, referral submissions) 

• Increase internal participation and content contribution across teams 

Leadership & Scale 

• Mature team operating model with clear ownership and development plans 

• Strengthened cross-functional partnerships tied to business priorities 

Business Value 

Clearly communicate how the community is contributing to customer engagement and retention, product adoption, self-service, reduced support burden (e.g., implied case deflection), and increased advocacy. 

Success Indicators 

• Leadership recognition of community value 

• Community positioned as a strategic Customer Success channel 

• Team operating confidently with reduced dependency on day-to-day oversight 

#LI-Remote

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:

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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.