Senior Manager, Project Management Office

Genesys; Amsterdam; Hybrid; EUR 80,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

401(k) matching

Paid vacation and sick leave

Health, dental, vision, and life insurance

Flexible work arrangements

Job summary

Genesys is seeking a Senior Manager, Project Management Office (PMO) in Amsterdam. The role involves executing projects and managing the PMO team across the North region while ensuring operational efficiency and exceptional customer experience for over 8,000 customers worldwide.

Qualified candidates will have a BS degree in a relevant field and 7-10 years of experience overseeing customer-facing teams. The position offers competitive benefits, including flexible work arrangements and health insurance.

Qualifications

• 7-10 years of managing customer-facing teams in a dynamic environment.
• Ability to travel 20%+.
• Strong customer focus and ability to engage at director and C-level.

Responsibilities

• Lead a team of project managers to ensure project execution.
• Mentor and develop team members aligning with company vision.
• Define improvement programs based on KPIs.

Skills

Leadership

Project management methodologies

Excellent communication skills

Negotiation skills

Process improvement

Education

BS degree in Computer Science, Engineering, or related field

Job description

About the Role

Senior Manager, Project Management Office (PMO) responsible for the timely execution of projects and the management of the PMO team across the North region. Lead planning, execution, resource allocation, and process improvement for multiple, complex initiatives for more than 8,000 global customers.

Responsibilities

• Lead a team of project and program managers, setting direction based on organizational objectives and overseeing planning and execution.
• Mentor and develop team members, fostering promotion and alignment with the company vision.
• Contribute to organizational planning and structure, budgets, and training.
• Deliver strategic and tactical plans that ensure customer experience, business processes, metrics, and staffing meet evolving needs.
• Define and build an organization that excels in delivering an exceptional customer experience with operational efficiency.
• Implement and maintain Premise and Cloud Genesys Care Offers and support direct and partner relationships.
• Build and maintain relationships with internal departments and external partners to ensure high‑quality support.
• Establish and evolve key performance indicators (KPIs) and benchmarks for measuring individual and team performance.
• Define and execute improvement programs to address gaps identified from KPI measures.
• Act as the point of contact for critical situations to ensure Genesys is positively represented.
• Participate in pre‑sales cycles and RFP responses as required.

Qualifications and Requirements

• BS degree in Computer Science, Engineering or a related field, or equivalent experience.
• 7–10 years of managing customer‑facing, business or technical teams in a fast‑paced, dynamic environment.
• Certification or comparable experience in project management methodologies.
• Experience with cloud‑based and on‑premises delivery models.
• Ability to travel 20%+.
• Excellent written and verbal communication skills.
• Strong negotiation, conflict‑management and empathy skills.
• Knowledge of contact‑center and communications industry best practices.
• Ability to identify process improvement opportunities and execute improvement plans.
• Strong customer and partner focus; ability to engage at director and C‑level.
• Ability to create a positive, high‑energy work environment and recognize individual and team excellence.
• Calm under stress.

Benefits

• Competitive compensation and 401(k) matching.
• Paid vacation, sick leave, and paid family leave.
• Health, dental, vision, and life insurance.
• Flexible work arrangements.
• Opportunity to build AI‑powered technology for more than 8,000 global customers.

EEO Statement

Genesys is an equal‑opportunity employer committed to diversity and will consider applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, marital status, domestic partner status, national origin, genetics, disability, military or veteran status, and other protected characteristics.