Senior Strategic Communications & Operations Specialist

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. OVERVIEW We are seeking an experienced Senior Strategic Communications & Operations Specialist to drive strategic communications and cross-functional communications operations across Product Management and the broader organization. This role translates complex business and product priorities into clear communications strategies, core messaging, and executable plans, ensuring the right stakeholders are informed, aligned, and prepared to act. The successful candidate will independently lead high-visibility communications programs and recurring operating rhythms that require coordination across Product Management, Customer Success, Sales, Enablement, Product Marketing, and other functions. This is a high-impact, hands-on role for a strategic communicator who is comfortable operating in ambiguity. You will need to understand the broader objective, ask the right questions to create clarity, develop the communications approach, and manage the stakeholders, timelines, dependencies, and execution required to bring that strategy to life. WHAT THIS ROLE IS - AND ISN'T This role sits at the intersection of strategic communications and cross-functional operations, helping Product Management and stakeholders across the organization stay informed, aligned, and equipped to execute. This is not a traditional marketing or product marketing role. The position does not own demand generation, brand marketing, campaign strategy, market positioning, or promotional content. Success in this role starts with strong communications judgment: understanding the objective, developing core messaging, determining who needs to know or act, and creating the right communications approach. From there, you will operationalize the strategy across multiple stakeholders, timelines, channels, and dependencies. KEY RESPONSIBILITIES Strategic Communications Strategy & Execution • Develop and execute strategic communications plans for high-priority product, business, organizational, and cross-functional initiatives. • Develop clear core messaging and translate complex product and business information into concise, audience-appropriate communications for internal teams, customers, partners, and other stakeholders. • Serve as a communications lead for high-visibility, product-led initiatives, coordinating messaging, stakeholder alignment, communications timelines, dependencies, and execution. • Ask thoughtful questions to bring clarity to ambiguous or evolving initiatives and help stakeholders align around what needs to be communicated, to whom, when, and why. • Partner closely with Product Management, Customer Success, Sales, Enablement, Product Marketing, and other functions to ensure communications are coordinated, accurate, and actionable. Cross-Functional Communications Operations • Turn broad strategic direction into structured communications workstreams, milestones, owners, dependencies, and measurable outcomes. • Manage complex cross-functional communications programs from planning through delivery, proactively identifying risks, gaps, and dependencies and driving them toward resolution. • Coordinate and influence stakeholders across multiple functions without direct authority, creating clarity and maintaining momentum as priorities evolve. • Establish lightweight processes, templates, and operating rhythms that improve the consistency, visibility, and scalability of communications work. • Provide strategic communications and execution support for adjacent initiatives where teams need help developing and operationalizing an effective communications approach. Product Management Engagement & Operating Rhythms • Own internal Product Management engagement and communications programs that keep teams informed, connected, and aligned around priorities. • Own the planning, agenda development, coordination, and follow-through for the bi-weekly internal Product Management team meeting. • Develop and manage complementary communications that reinforce key updates, actions, priorities, and follow-ups for Product Management teams. Roadmap, Customer & Partner Communications • Own end-to-end communications operations for the quarterly Customer and Partner Roadmap Webinar, including communications strategy, planning, content coordination, speaker readiness, timelines, dependencies, and execution. • Take a proactive, data-informed approach to roadmap communications by considering previous content and engagement, major product releases, business priorities, and customer needs when recommending future topics and messaging. • Partner across Product Management, Product Marketing, Sales, Customer Success, and other stakeholders to align roadmap communications with broader product and business priorities. • Maintain the quarterly Product Roadmap presentation used by Go-to-Market teams, coordinating with Product Management and other stakeholders to ensure content is current, accurate, aligned, and ready for field use. Reporting & Executive Communications • Develop clear, executive-ready presentations, communications, and updates for senior stakeholders. • Produce concise reporting based on core Product Management KPI dashboards, highlighting meaningful movement, trends, risks, and areas requiring attention. • Analyze available data and context to identify meaningful insights and inform communications recommendations rather than simply reporting activity. • Synthesize information from multiple sources into clear executive narratives that help stakeholders quickly understand what changed, why it matters, and where action or follow-up may be needed. QUALIFICATIONS • 5-7 years of experience in strategic communications, corporate communications, business communications, communications program management, or related roles. • Demonstrated experience developing communications strategies and plans and independently leading complex, cross-functional communications initiatives with multiple stakeholders, timelines, dependencies, and competing priorities. • Exceptional written and verbal communication skills with the ability to synthesize complex information into clear, concise, and audience-appropriate messaging. • Strong program and project management fundamentals, including planning, prioritization, risk and dependency management, stakeholder engagement, and follow-through. • Proven ability to operate independently, navigate ambiguity, ask the right questions, and translate broad objectives into practical, achievable communications plans. • Experience creating executive-ready presentations, communications, and status updates for senior stakeholders. • Comfort working with business metrics, dashboards, and engagement data and translating information into meaningful narratives, insights, and recommendations. • Strong judgment, intellectual curiosity, adaptability, and the ability to influence and build trust across functions without direct authority. • Experience in SaaS, technology, or another fast-moving environment is preferred but not required. KEY SUCCESS FACTORS • Independently turns broad direction into a clear communications strategy, core messaging, executable plan, and measurable next steps with limited day-to-day oversight. • Operates effectively in ambiguity, asking the right questions and creating clarity even when processes, priorities, or requirements are still evolving. • Anticipates stakeholder needs, risks, and dependencies early and proactively creates alignment before issues become blockers. • Builds strong cross-functional partnerships and becomes a trusted communications and operations partner to Product Management leaders and stakeholders across the organization. • Balances strategic communications thinking with hands-on execution, moving comfortably between developing the communications approach and driving the work required to deliver it. • Uses data, business context, and audience needs to make informed communications recommendations rather than relying solely on stakeholder direction. • Consistently delivers clear, accurate, high-quality communications and recurring programs on time, with the appropriate level of stakeholder alignment and readiness. • Demonstrates flexibility and change agility in an environment where priorities and processes may evolve quickly. • Improves communications operations over time by simplifying processes, creating repeatable approaches, and reducing friction for stakeholders. 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. $98,600.00 - $173,400.00 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. 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: 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. 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.