Program Specialist, SCO Operations

8100 United States - Genesys Cloud Services, Inc.; Tennessee; Hybrid; USD 73,000 - 129,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from

Development and career growth

Open Time Off + 10 paid holidays

401(k) matching

Adoption Assistance

Fertility treatments

Company Benefits overview

Job summary

Genesys is seeking a Program Specialist, Solution Consulting Operations, to strengthen programs, reporting, and business processes for global teams. You will coordinate operational programs, track KPIs, and develop leadership-ready reporting materials to drive aligned execution across regions.

A strong focus on data accuracy and scalable processes will support customer-facing teams at scale. The role offers exposure to global initiatives, with opportunities across program management, analytics,

Qualifications

• Bachelor's degree in Business, Operations, Management, Communications, or related field, or equivalent work experience.
• 2 to 4 years of experience in business operations, program coordination, project management, or related operational initiatives.
• Strong organizational, analytical, and problem-solving capabilities.
• Experience partnering with cross-functional stakeholders and coordinating work across teams.
• Strong written and verbal communication skills, with the ability to present information clearly.
• Attention to detail and a consistent record of accurate data, reporting, documentation, and processes.
• Proficiency with Microsoft 365 applications.

Responsibilities

• Coordinate operational programs and recurring business activities to drive consistent execution across Solution Consulting.
• Drive planning, execution, and tracking across enablement programs and cross-functional workstreams.
• Maintain project plans, timelines, action trackers, and centralized repositories.
• Coordinate stakeholder meetings and communications to align regional and global teams.
• Manage KPI tracking, dashboards, scorecards, and business review processes.
• Validate and organize operational data from multiple stakeholders to improve reporting accuracy.
• Develop leadership presentations, updates, and reporting materials translating data into insights.
• Support ad hoc reporting and priorities while maintaining accuracy and responsiveness.
• Improve scalable reporting, program management, and processes for the Solution Consulting org.

Skills

Organizational skills

Analytical thinking

Cross-functional collaboration

Communication skills

Education

Bachelor's degree in Business/Operations

Equivalent work experience

Tools

Microsoft 365

Excel

PowerPoint

Word

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.

Role Overview: Help shape how Genesys Solution Consulting operates at scale by strengthening the programs, reporting, and business processes that give teams and leaders clear visibility into performance and priorities. As a Program Specialist, Solution Consulting Operations, you will help turn operational data and cross-functional activity into consistent execution across regional and global teams. You will own the coordination and tracking of key operational programs, maintain KPI and reporting processes, and drive alignment across stakeholders to keep initiatives moving forward. Your work will improve the accuracy, consistency, and scalability of the processes that support Solution Consulting and its customer-facing teams. This role offers broad exposure to global Solution Consulting initiatives and opportunities to expand your capabilities across program management, analytics, business operations, and executive-level reporting. You will partner with cross-functional stakeholders and leadership while building the operational foundation that helps teams make informed decisions and deliver better experiences for customers. At Genesys, collaboration, empathy, and ambitious thinking shape how teams solve meaningful customer and business challenges. Your ability to bring structure to complexity, communicate clearly, and continuously improve how work gets done will directly influence the effectiveness of a global organization.

Key Responsibilities

• Coordinate operational programs, organizational initiatives, and recurring business activities to drive consistent execution across the Solution Consulting organization
• Drive planning, execution, and tracking across enablement programs, partner activities, and cross-functional workstreams to keep priorities aligned and deliverables on schedule
• Maintain project plans, timelines, action trackers, documentation, and centralized repositories that improve visibility, accountability, and operational consistency
• Coordinate stakeholder meetings, follow-up actions, communications, and deliverables to strengthen alignment across regional, global, and cross-functional teams
• Manage recurring KPI tracking, dashboards, scorecards, and business review processes that provide leaders with accurate and timely visibility into organizational performance
• Validate and organize operational data from multiple stakeholders and business systems to improve reporting accuracy and support informed decision making
• Develop leadership presentations, operational updates, and reporting materials that translate business data into clear insights, progress updates, and areas requiring attention
• Support ad hoc reporting and operational priorities while maintaining consistent standards for accuracy, responsiveness, and execution
• Improve scalable reporting, program management, and operational processes that enable the Solution Consulting organization to work more efficiently as business needs evolve

Required Qualifications

• Bachelor's degree in Business, Operations, Management, Communications, or a related field, or equivalent work experience
• 2 to 4 years of experience in business operations, program coordination, project management, or related operational initiatives
• Strong organizational, analytical, and problem-solving capabilities, with demonstrated ability to bring structure to multiple concurrent priorities
• Experience partnering with cross-functional stakeholders and coordinating work across teams with different priorities and dependencies
• Strong written and verbal communication skills, with the ability to present information clearly to technical and non-technical audiences
• Demonstrated attention to detail and a consistent record of maintaining accurate data, reporting, documentation, and operational processes
• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, and Teams

Preferred Qualifications

• Experience supporting sales, presales, solution consulting, customer success, or another customer-facing organization
• Experience with KPI reporting, dashboards, scorecards, operational reporting, or business performance analysis
• Experience working within a global organization and coordinating stakeholders across multiple regions and time zones

Compensation

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. $73,400.00 - $129,200.00

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.

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 www.genesys.com.

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.

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.