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About the Role

Genesys is seeking a Senior Director, Global Partner Strategy, Programs & Operations to lead the evolution of global partner programs and strategy. This leadership role involves balancing hands-on execution with team enablement, representing partner strategy to executive stakeholders, and driving partner-led growth. Success requires deep partner program experience, strong financial acumen, and the ability to lead through influence in a complex global organization.

Responsibilities

Act as a thought partner and quality check on program design and execution.
Define and evolve the annual partner strategy based on business input.
Support the implementation and annual evolution of the partner tiering and segmentation framework.
Support the evolution of the annual global partner strategy/program aligned to growth objectives and go-to-market priorities.
Ensure the translation of strategic objectives into execution roadmaps with clear success measures.
Monitor annual partner KPIs — revenue targets, certifications, pipeline contribution — on an ongoing basis.
Support regional partner operations and incentive teams in optimizing partner coverage models and incentives.
Drive partner compliance requirements, including program adherence, competency standards, and tier maintenance criteria.
Conduct regular reviews of partner performance against plan, identifying risks and opportunities and taking corrective action.
Serve as the connective tissue across teams responsible for partner enablement.
Support development of the global partner incentive strategy — rebate structures, SPIFFs, and performance incentives.
Ensure incentive programs are operationally scalable, compliant, and properly communicated.
Regularly perform and review analytics to drive financial and feasibility rigor behind program decisions.
Use partner performance data and analytics to validate program design, size opportunity and risk, and prioritize investment.
Set the governance and quality bar for program execution, compliance, and reporting.
Maintain contract and legal fluency and route escalations to the right teams.
Serve as the senior leader for the team that designs and runs the partner program day to day.
Secure the talent, budget, tooling, and organizational buy-in for the partner program team.
Coach for quality: review program design and analysis for rigor, and step into execution when timeline, quality, or risk requires it.
Develop a high-performing global partner strategy and programs team, direct and matrixed.
Grow the team's depth in program design, analytics, and partner operations, and invest in career growth.
Foster ownership, collaboration, and continuous improvement within the team.
Serve as strategic advisor and escalation point for executive stakeholders on partner strategy, incentives, and performance.
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, incorporating feedback.
Oversee the cross-functional Partner Advisory Board to review escalations and nuanced program issues.
Partner with Sales Enablement and enablement teams to ensure development and delivery of cohesive enablement programs.
Lead and develop the global virtual partner support and sales center in Manila.
Drive partner performance across regions through the virtual sales team.
Improve support processes and implement AI-driven efficiencies.
Oversee the team developing the strategic vision and execution of the Genesys partner portal end-to-end.
Harmonize the partner tech stack to align with broader organizational goals.
Facilitate a long-term vision for AI-powered features, dashboards, and self-service capabilities within the portal.

Requirements

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 an emphasis on partner operations, program design, and strategy development.
Track record designing, executing, and scaling global partner programs (tiering, incentives, enablement, etc.).
Demonstrated ability 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.
Energized by transformational, high-growth environments and continuous change.
Strong financial and analytical fluency — comfortable owning incentive ROI modeling, feasibility/business case analysis, and data-driven prioritization.
Extensive experience operating in a highly matrixed, global organization; comfort with ambiguity, and the confidence to act decisively in unstructured, fast-changing environments.
Comfort operating at high pace with high visibility, responsive outside standard business hours.
A track record presenting to senior 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 and resourcing for partner initiatives.
Marketplace/co-sell experience with hyperscalers (AWS, Microsoft, Google Cloud).
Familiarity with Partner Stack and Salesforce at a functional level.

Skills

AI-powered experience orchestration
Partner program design
Partner strategy development
Partner operations
Financial and analytical fluency
Relationship building
Leading through influence
Program execution
Incentive program development
Data analysis
Cross-functional collaboration
Executive communication
Team leadership
Partner portal development
AI features implementation
Salesforce
Partner Stack

Location

Remote within US

Work Type

Remote
Full-time

Experience Level

Senior leadership
15+ years

Education Level

Bachelor's degree
MBA or equivalent experience preferred

Salary/Compensations

$189,000.00 - $332,400.00

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 the Company

Genesys helps 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.
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.
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Equal Opportunity

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.