Senior Program Manager

Genesys

. Own the integrated portfolio of initiatives required to build, scale, and continuously improve the global Voice of the Customer practice .

Posted 10/26/2026full-timeRemote • North Carolina • United StatesSenior💰 $132,300 - $232,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong program management expertise with a focus on portfolio planning, risk management, and stakeholder engagement. Capable of leading complex cross-functional initiatives while driving continuous improvement and leveraging Voice of the Customer practices.

Highest-signal resume keywords

Program Management ExpertiseVoice Of The Customer PracticesStakeholder ManagementRisk ManagementContinuous Improvement Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Portfolio PlanningDependency ManagementGovernanceMeasurementAnalytical SkillsStrategic ResearchExecution DetailCross-Functional LeadershipProgram Data AnalysisOffer Development

Soft Skills

Problem-Solving SkillsInfluencing SkillsProactive Working StyleCommunication SkillsBusiness Judgment

Tools & Technologies

AsanaSmartsheetWork Management PlatformsPortfolio Management Platforms

Certifications & Qualifications

Project Management Professional (PMP)Agile Certification

Industry Keywords

Customer ExperienceConsultingProfessional ServicesSaaSCross-Functional Environment

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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