Senior Manager, Project Management Office

Genesys Cloud Services, Inc.; Amsterdam; Hybrid; EUR 110,000 - 150,000; Full time

Job summary

Genesys Cloud Services, Inc. seeks a Senior Manager for the North Region PMO to lead a regional team delivering complex, strategic professional services engagements and end-to-end Book-to-Revenue execution.

You will partner with Sales, CS, and Delivery, influence executive stakeholders, and drive delivery performance, customer outcomes, and account growth in a global, innovation-driven environment.

Qualifications

• 7–10 years of experience leading customer-facing technical or business teams.
• Experience managing project or program management functions at regional or enterprise scale.
• Experience with cloud-based and on-premise delivery models in communications or contact centers.
• Ability to influence senior stakeholders, including Directors and C‑level executives.
• Fluent English and Dutch.

Responsibilities

• Lead regional team of project and program managers, driving delivery excellence.
• Own end-to-end Book-to-Revenue execution for professional services engagements.
• Drive delivery strategies to accelerate account expansion and improve customer retention.
• Influence cross-functional alignment across Sales, Customer Success, and Delivery.
• Step into high-impact customer situations, including escalations and executive engagements.
• Design and evolve service delivery models for cloud and on-premise environments.
• Establish and monitor performance metrics and KPIs for delivery and customer satisfaction.
• Partner with senior leadership on strategic direction and resource planning.

Skills

Leadership

Stakeholder management

Delivery management

Cross-functional collaboration

Executive communication

Problem solving

Education

Bachelor’s degree in Computer Science, Engineering, Business Management, or related field

Tools

PM certification

Job description

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.

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.

Benefits

• Paid volunteer time
• August Free Fridays
• Well‑being resources
• Regionally tailored programs for employees and their families

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.

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 [e-mail]. 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.

Equal Opportunity Employer

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.

To learn more, visit www.genesys.ai.