Senior Director, Global Partner Strategy, Programs & Operations

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.

The Senior Director, Global Partner Strategy, Programs and Operations is a leadership role that sits within the Sales Transformation and Enablement team, overseeing the team of SMEs and program managers responsible for evolving Genesys' global partner programs, multi-year strategy, and annual coverage and quota process. The role is also responsible for leading the Manila-based partner sales and operations teams. 

This role requires a balance between hands-on execution and ensuring the team has the talent, resources, and organizational buy-in to deliver each annual evolution of the program and strategy well. It represents partner strategy to executive stakeholders across Sales, Marketing, Revenue Intelligence, Finance, Customer Success, Professional Services, IT and Operations, and works closely with regional partner sales leaders and regional partner operations to address local nuances, drive partner-led growth, and improve partner experience. 

Success requires deep, hands-on partner program and operations experience, the judgment to navigate ambiguity in a constantly evolving environment, and strong financial and analytical fluency. The ability to build strong relationships and lead through influence in a complex global organization is also critical in this role. 

Location: Fully remote within US (not limited to the states that the job is tagged to)

Role Description:

Strategy & Program Leadership

• Act as a thought partner and quality check on partner program design and execution — giving the team room to operate as subject-matter experts and knowing when to lean in. The team defines and evolves Genesys’ global partner strategy annually based on input from across the business. 

• The team has evolved the partner program for next year, including the tiering and segmentation framework, engagement model, incentives, and motion-based model. This role will support the implementation of the model, and the ongoing evolution of this framework, providing guidance on criteria, thresholds, and benefits differentiation across partner types (resellers, referral, STPs, GSIs) and soliciting additional feedback from cross-functional stakeholders. 

• Facilitate the annual strategy offsite and working sessions; make the final call on program and strategy trade-offs the team surfaces. 

• Ensure the translation of strategic objectives into execution plans with 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. 

• Uphold partner compliance requirements, including program adherence, competency standards, and tier maintenance criteria; conduct regular reviews of partner performance against plan, identifying program-related risks 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 incentive design: rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and outcomes — pressure-test assumptions and recommendations, and flag risk to the appropriate parties. 

• Ensure incentive programs developed by the direct and extended teams remain operationally scalable, compliant, and properly communicated in each region. 
   

Operational Rigor & Business Case 

• Regularly perform and review analytics to drive 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 investment and 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, and route issues to the right teams when necessary. 

People Leadership 

• Serve as the senior leader for the team that designs and runs the partner program and executes on the strategy day 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 team to own their programs as subject-matter experts and know when to lean 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 partner program, strategy, and incentives. 

• 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 leadership’s feedback. 

• Oversee the cross-functional Partner Advisory Board to review escalations and nuanced program issues. 

• Partner with Sales Enablement and enablement teams across the business to ensure the development and delivery of cohesive 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 develop our global virtual 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 portal end-to-end and harmonize 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 an emphasis on partner operations, program design, and strategy development. 

• Track record of 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; comfortable with ambiguity, confident acting decisively in unstructured, fast-changing conditions, and able to operate at high pace with high visibility. 

• 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;  

• Responsive outside of standard business hours, able to travel two times per year to Manila, Philippines, and quarterly (or more frequently) to other locations. 

• Extensive experience 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 partner initiatives. 

• Familiarity with PartnerStack and Salesforce. 

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. 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

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• 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.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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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 www.genesys.ai. 

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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.

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