Senior Manager, Project Management Office

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Senior Manager, Project Management Office North Region   Role Overview: This role drives the successful delivery of complex, customer-facing initiatives that directly influence revenue realization, customer experience, and long-term account growth across the North region. As a strategic leader, you own the end-to-end execution of professional services engagements, ensuring alignment between delivery excellence, customer outcomes, and Genesys business objectives. You will lead a high-performing team while shaping service delivery models, advancing operational maturity, and accelerating the Land and Expand strategy across key accounts. At Genesys, we are transforming how organizations engage with their customers through AI-powered experience orchestration. Joining this team means influencing enterprise-scale transformations while working alongside leaders who value empathy, innovation, and collaboration. This role offers strong visibility with senior leadership and the opportunity to drive meaningful impact across customers, partners, and internal teams. You will operate at the intersection of strategy and execution, stepping into critical customer situations, influencing executive stakeholders, and ensuring that delivery performance consistently meets and exceeds expectations. This is a leadership role with clear pathways to broader organizational influence and continued career progression within a global, innovation-driven environment.

Lead and scale a regional team of project and program managers, driving consistent delivery excellence aligned with organizational and customer outcomes. Own end-to-end Book-to-Revenue execution for professional services engagements, ensuring successful conversion of bookings into realized value. Drive delivery strategies that accelerate account expansion, improve customer retention, and enhance overall customer experience. Influence cross-functional alignment across Sales, Customer Success, and Delivery to ensure cohesive execution and shared accountability. Step into high-impact customer situations, including escalations and executive-level engagements, to protect relationships and drive resolution. Design and evolve service delivery models that improve scalability, efficiency, and consistency across cloud and on-premise environments. Establish and operationalize performance metrics and KPIs that measure delivery effectiveness, customer satisfaction, and team performance. Lead continuous improvement initiatives that enhance processes, tools, and methodologies across the organization. Partner with senior leadership to shape strategic direction, resource planning, and organizational design. Represent Customer Success in pre-sales cycles, influencing deal structure, delivery approach, and customer expectations.

7 to 10 years of experience leading customer-facing technical or business teams in a fast-paced, complex environment. Proven experience managing project or program management functions at a regional or enterprise scale. Strong background in project management methodologies with demonstrated application in large-scale delivery environments. Experience with both cloud-based and on-premise delivery models within the communications or contact center industry. Demonstrated ability to influence senior stakeholders, including Director and C-level executives. Strong leadership capabilities with