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.

Key Responsibilities:

• 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.

Required Qualifications:

• 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 experience building, mentoring, and scaling high-performing teams.
• Excellent communication skills with the ability to manage expectations and drive alignment across diverse stakeholders.
• Proven ability to manage conflict, navigate ambiguity, and drive outcomes under pressure.
• Strong understanding of customer experience platforms, communications technology, and cloud concepts.
• Ability to travel 20% or more as required.
• Fluent English and Dutch.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Business Management, or a related field, or equivalent practical experience.
• Project management certification or equivalent experience in formal delivery frameworks.
• Experience working within enterprise SaaS or customer experience platforms such as Genesys Cloud.
• Strong track record of driving process optimization and operational transformation initiatives.
• Experience supporting partner-led delivery models and ecosystem collaboration.