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 leader is responsible for both defining and executing Genesys’s global partner strategy and programs to support growth, scale, and long-term business success. This role will also work closely with regional partner sales leaders to support regional nuances, while maintaining globally consistent external partner programs to enable partner-led growth, expand market reach, and improve partner experience. In addition, this role will oversee the Genesys global virtual support and contact center focused on providing partner support, based in Manila. Operating at a senior leadership level, the role collaborates closely with executive stakeholders across Partner/Field Sales, Revenue Intelligence, Partner Marketing, Services, Finance, and Operations, influencing priorities and driving alignment to deliver measurable outcomes. Success in this role requires deep partner experience, the ability to navigate and structure ambiguity in environments where the path forward is rarely prescribed, comfort navigating complexity, strong strategic thinking, operational discipline, and the ability to lead through influence in a complex, matrixed global organization. This role will tie together regional perspectives and factor in shifts to the partner ecosystem, facilitating inputs from across the business to create and evolve a strong partner strategy. The Role Strategy & program development Define and evolve the annual global partner strategy/program aligned to Genesys growth objectives and go-to-market priorities by soliciting inputs from across the business and planning/facilitating annual strategy offsite and working sessions. Design and scale global partner programs that drive partner-sourced and partner-influenced revenue and recognize regional nuances. Translate strategic objectives into execution roadmaps with clear success measures. Optimize partner coverage models, partner motions, and ecosystem engagement for sustainable growth by working cross-functionally with Partner leaders and other stakeholders. Partner tiering, segmentation & planning Own the annual partner tiering and segmentation framework, defining criteria, thresholds, and benefits differentiation across partner types (resellers, referral, STPs, GSIs). Set and manage annual partner KPIs, including revenue targets, certifications, and pipeline contribution. Drive partner compliance requirements, including program adherence, competency standards, and tier maintenance criteria. Lead annual partner business planning, collaborating with key internal stakeholders to align on joint goals, investment priorities, and growth initiatives. Conduct regular reviews of partner performance against plan, identifying risks and opportunities and taking corrective action where needed. Partner incentives & co-investment Design and manage the global partner incentive strategy, including rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and sales outcomes. Establish deal registration incentives that reward partner-sourced opportunities and protect partner investment. Regularly evaluate incentive program effectiveness and ROI, adjusting structures to remain competitive and aligned to business priorities. Ensure incentive programs are operationally scalable, compliant, and consistently communicated across regions. Stakeholder alignment & influence Serve as the primary point of contact for partner stakeholders on program/strategy escalations. Serve as a strategic advisor to senior and executive leaders on partner strategy, incentives, and performance. Align key stakeholders across Sales, Partner Marketing, Revenue Intelligence, Services, Finance, IT, and Operations. Partner with regional sales/partner leadership to drive adoption and execution of partner programs. Communicate progress, insights, and recommendations to executive audiences effectively. Performance, governance & analytics Define KPIs and performance metrics to measure partner success, program effectiveness, and business contribution. Establish governance forums to drive clarity, accountability, and execution discipline across global initiatives. Use data-driven insights to identify opportunities, improve partner productivity, and inform prioritization. Ensure transparency and consistency in partner engagement, reporting, and execution. Contract/legal fluency — partner agreements, MDF terms, program terms & conditions typically sit with this role or close to it. Virtual partner support center Lead and develop the global virtual partner support center and specialist teams. Drive partner performance across regions through the virtual support team. Improve support processes and implement AI-driven efficiencies. Partner portal & digital experience, and tech stack Own the strategic vision and execution of the Genesys partner portal end-to-end. Drive AI-powered features, dashboards, and self-service capabilities within the portal. Own and drive continuous improvements to the partner pages and overall partner web experience. Manage and harmonize the partner-tech stack beyond Salesforce Partner experience & cross-functional programs Provide oversight on partner impact assessments through the One Genesys Framework (OGF), ensuring partner considerations are embedded early in product and operational decisions. Establish and oversee external Partner Advisory Boards to gather structured partner feedback and shape program direction. Partner with Sales Enablement to develop and deliver partner program guidelines, rules of engagement, and other go-to-market resources. Leadership Lead and develop a high-performing global partner team (direct and matrixed). Build organizational capability in ecosystem thinking, partner collaboration, and scalable execution. Foster a culture of ownership, collaboration, and continuous improvement. Preferred qualifications: Bachelor’s degree required; MBA or equivalent experience preferred. 15+ years of senior leadership experience in global partnerships, alliances, or ecosystems within a complex, enterprise technology environment. Comfort operating at fast pace with high visibility, being responsive outside of standard business hours, with travel 2x per year to Manila, Philippines, and 4x per year to other locations Experience at a company with a mature partner ecosystem. Deep knowledge of how Partner organizations operate: how they are structured, how partner leaders and sales managers work day to day, and what field pain points look and feel like. Proven track record of designing and executing partner programs that drive growth and scale at a global level. Marketplace/co-sell experience with hyperscalers (AWS, Microsoft, Google Cloud) Experience with partner tools such as Partner Stack Demonstrated ability to influence senior stakeholders across functions and regions. Demonstrates a high tolerance for ambiguity, with the ability to act decisively when situations fall outside established norms. Operates with confidence in unstructured environments, balancing nuance and urgency. Comfort learning rapidly in an environment where the technology, market, and organizational priorities are all evolving simultaneously Experience leading large, globally distributed teams Strong understanding of global go-to-market models, partner ecosystems, and enterprise SaaS sales motions. Extensive experience operating effectively in a highly matrixed, global organization. Strong analytical, communication, and executive-presence capabilities. Familiarity with Salesforce at a functional level, including how CRM workflows, personas, and access models are structured in an enterprise environment Demonstrated ability to build and develop high-performing teams across multiple workstreams through complexity and change, with a track record of facilitating the career growth of direct reports A track record of presenting to senior and C-level leadership independently, owning the narrative, and incorporating feedback with composure Strong analytical mindset with experience leveraging data to drive decision-making and performance optimization Proficiency with standard productivity and project management tools (Microsoft Office suite, project planning software, or equivalent) #LI-CP1 #LI-Remote 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. $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 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. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities . Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. 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