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Job description
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.
Location
Fully remote within US (not limited to the states that the job is tagged to)
Role Description
The Senior Director, Global Partner Strategy,Programsand Operationsis a leadership role thatsits within the Sales Transformation and Enablement team, overseeing the teamof SMEs and program managersresponsible for evolving Genesys' global partner programs, multi-year strategy, and annual coverage and quota process.The role is also responsible forleading the Manila-based partner sales and operations teams.
This role requires a balance between hands-on execution and ensuring the team has thetalent, resources, and organizational buy-in to deliver eachannualevolution of the program and strategy well.Itrepresents partner strategy to executive stakeholders across Sales, Marketing, Revenue Intelligence, Finance,Customer Success, Professional Services,ITand Operations, and works closely with regional partner sales leadersand regional partner operationsto addresslocalnuances,drivepartner-led growth, and improve partner experience.
Success requires deep, hands-on partner program and operations experience,the judgment to navigate ambiguity in a constantlyevolvingenvironment, andstrong financial and analytical fluency. Theability to build strong relationships and lead through influence in a complexglobal organizationis also critical in this role.
Strategy & Program Leadership
Act as a thought partner and quality check onpartnerprogram design and execution - giving the team room to operate as subject-matter experts andknowing when to lean in. The team defines and evolvesGenesys' global partnerstrategy annually based on input from across the business.
The team has evolved the partnerprogramfor next year, including thetiering and segmentation framework, engagement model, incentives, and motion-basedmodel. This role willsupport theimplementationof the model,andthe ongoingevolution of this framework,providing guidance oncriteria, thresholds, and benefits differentiation across partner types (resellers, referral, STPs, GSIs)andsolicitingadditional feedbackfromcross-functional stakeholders.
Facilitatethe annual strategy offsite and working sessions; make the final call onprogram and strategytrade-offs the team surfaces.
Ensure the translation ofstrategic objectives into executionplanswith clear success measures.
Monitor annual partner KPIs - revenue targets, certifications, pipeline contribution - on an ongoing basis.
Support the regional partner operations and incentive teams in optimizing partner coverage models and incentives for sustainable growth, working cross-functionally with partner leaders and other stakeholders.
Upholdpartner compliance requirements, including program adherence, competency standards, and tier maintenance criteria; conduct regular reviews of partner performance against plan, identifyingprogram-relatedrisks and opportunities,and taking corrective action where needed.
Serve as the connective tissue across the teams responsible for partner enablement, keeping enablement content and delivery aligned to program requirements.
Partner Incentives
Act as a thought partner on program and incentivedesign:rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and outcomes -pressure-test assumptions and recommendations, and flag riskto the appropriate parties.
Ensure incentive programsdeveloped by the direct and extended teamsremain operationally scalable, compliant, andproperlycommunicatedin eachregion.
Operational Rigor & Business Case
Regularly perform and review analytics todrive the financial and feasibility rigor behind program decisions - ROI on incentive spend, cost-to-serve, and the business case for new or revised program elements.
Use partner performance data and analytics to validate program design, size opportunity and risk, and prioritize investmentand support the team in doing the same.
Set the governance and quality bar for program execution, compliance, and reporting, even where the team owns day-to-day delivery.
Maintain contract and legal fluency on escalations tied to program rules,androuteissuesto the right teamswhen necessary.
People Leadership
Serve as the senior leader for the team that designs and runs the partner programand executes on the strategyday to day - securing the talent, budget, tooling, and organizational buy-in they need to execute.
Develop a high-performing global partner strategy and programs team, direct and matrixed; grow the team's depth in program design, analytics, and operations,foster collaboration,and invest in career growth.
Support the teamto own their programs as subject-matterexperts andknow when tolean in directly,drawing on personal experience having built and run partner tiering, incentive, and business-planning programs.
Review program design and analysis for rigor, and step into execution when timeline, quality, or risk requires it.
Executive & Cross-Functional Alignment
Serve as strategic advisor and escalation point for executive stakeholders on partnerprogram,strategy,andincentives.
Secure organizational buy-in and resourcing for program direction across Sales, Marketing, Revenue Intelligence, Finance, Services, IT, and Operations.
Partner with regional sales/partner leadership to drive adoption and execution of partner programs.
Own the narrative in senior and C-level settings, incorporatingleadership'sfeedback.
Overseethecross-functional Partner Advisory Board to review escalations and nuanced program issues.
Partner with Sales Enablement andenablement teams across the business toensure the development and delivery ofcohesive enablement programs that align to program requirements and educate the field on partner engagement and rules of engagement.
Virtual Partner Support Operations & Sales Teams (Manila)
Lead and developour globalvirtual partner support and sales center - reviewing proposed strategy and serving as a thought leader to evolve it to meet the needs of the business, including through in-person travel to Manila.
Drive partner performance across regions through the virtual sales team, incorporating input from regional sales leaders to shape the team's mandate.
Improve support processes and implement AI-driven efficiencies.
Partner Portal & Digital Experience
Oversee the team developing the strategic vision and execution of the Genesys partner portalend-to-end andharmonize the partner tech stack to align with broader organizational goals - providing support where needed.
Facilitate a long-term vision for AI-powered features, dashboards, and self-service capabilities within the portal.
Qualifications
Bachelor's degree required; MBA or equivalent experience preferred.
15+ years of senior leadership experience in the channel partner space within a complex enterprise technology environment, with anemphasis on partner operations, program design, and strategy development .
Track recordofdesigning, executing, and scaling global partner programs (tiering, incentives, enablement, etc.).
Demonstratedability to lead experienced program owners who operate as SMEs , knowing when and how to lean in and support.
Experience building and developing high-performing teams , including growing individual contributors into program owners, across multiple workstreams through complexity and change.
Extensive experience operating in a highly matrixed, global organization ;
Responsive outsideofstandard business hours,able totraveltwo times peryear to Manila, Philippines, andquarterly (or more frequently)to other locations .
Extensive experiencepresenting tosenior and C-level leadership independently, owning the narrative, and incorporating feedback with composure.
Deep knowledge of how partner organizations operate day to day, including field pain points, gained from prior experience in a mature partner ecosystem.
Demonstrated success securing executive and cross-functional buy-in andresourcingpartner initiatives.
Familiarity withPartnerStackand Salesforce.
Compensation
$189,000.00 - $332,400.00
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
About Genesys
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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
Reasonable Accommodations
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Equal Opportunity Employer
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 andveteran status, and other protected characteristics.
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Worksite address
workfromhome, MA, 02298, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.