Program Manager

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. This role is open to candidates based in either Dubai or Riyadh. Role Summary The Program Manager is responsible for leading Genesys’ largest, most complex and strategically important customer engagements while providing governance and delivery oversight across the regional project portfolio.   The Program Manager serves as the senior point of accountability and escalation for project delivery within the region. The role ensures that engagements are delivered to consistent Genesys standards, achieve the customer’s intended business outcomes, maintain strong customer and executive confidence, and meet Genesys revenue, margin and financial-performance objectives.   Working across Professional Services, Sales, Customer Success, Solution Engineering, Product, Support, partners and customer leadership teams, the Program Manager creates the alignment, governance and executive focus required to deliver complex transformation programs successfully. Key Responsibilities Strategic and Mega-Engagement Leadership • Lead Genesys’ largest and most complex customer programs from initiation through deployment, adoption, value realization and transition to ongoing Customer Success. • Establish the overall program vision, governance model, delivery strategy, integrated roadmap and measurable success criteria. • Coordinate multiple projects, workstreams, countries, partners and stakeholder groups as one integrated program. • Ensure that scope, solution design, delivery plans and priorities remain aligned with the customer’s strategic and operational objectives. • Maintain executive-level relationships with customer sponsors and provide clear, outcome-oriented program reporting. • Drive timely decisions, remove cross-functional obstacles and maintain momentum across the entire engagement. • Ensure effective transition from sales to delivery and from implementation to adoption and ongoing success. Regional Delivery Governance • Provide oversight of the regional project portfolio, with particular focus on strategic, high-value, high-risk or escalated engagements. • Establish and enforce consistent delivery standards, governance practices, project controls and quality expectations. • Conduct regular portfolio and project-health reviews covering scope, schedule, financials, staffing, dependencies, risks, customer sentiment and business outcomes. • Ensure project teams maintain effective governance artifacts, including integrated plans, RAID logs, decision records, financial forecasts, status reports and escalation plans. • Identify systemic delivery risks, capability gaps and recurring project issues, and lead regional improvement initiatives. • Promote the consistent application and continuous improvement of Genesys delivery methodologies and best practices. • Coach Project Managers, Delivery Managers and project leads on program governance, executive communication, risk management and customer engagement. Escalation and Risk Management • Act as the senior point of escalation for project-delivery issues across the region. • Establish clear escalation paths, ownership, decision rights and recovery actions. • Intervene early when project conditions could affect customer objectives, delivery commitments, revenue, margin or customer confidence. • Lead recovery planning for critical projects, bringing together the appropriate Genesys, partner and customer stakeholders. • Escalate product, support, resource or commercial dependencies to the relevant leadership teams and drive them through resolution. • Ensure material risks and issues are communicated transparently, with clearly defined business impact, accountable owners and target resolution dates. • Balance immediate issue resolution with protection of the long-term customer relationship. Customer Business-Value Realization • Translate customer strategic priorities into measurable program objectives, operational KPIs and value-realization plans. • Ensure every strategic engagement has clearly defined success measures covering business outcomes, customer experience, operational performance, adoption and financial value. • Maintain traceability between contracted deliverables, implementation outcomes and the customer’s business case. • Work with Customer Success and account teams to monitor adoption, benefits realization and achievement of agreed outcomes following deployment. • Facilitate periodic executive value reviews to demonstrate progress, validate realized benefits and agree corrective or expansion actions. • Ensure delivery decisions prioritize time-to-value and sustainable customer outcomes—not simply technical completion. • Identify opportunities to expand adoption and deepen the customer’s strategic use of Genesys capabilities where this supports genuine customer value. Revenue and Financial Accountability • Own the consolidated financial performance of assigned strategic programs and provide governance over the regional project portfolio. • Ensure accurate forecasting of revenue, backlog conversion, delivery velocity, resource demand and project completion. • Monitor revenue realization, project margin, effort consumption, change requests, milestone achievement and financial risks. • Work with delivery and resource leaders to align staffing with project priorities, skills requirements, utilization and profitability objectives. • Identify and resolve conditions that could delay revenue recognition or negatively affect margin. • Ensure changes in scope are governed effectively and translated into appropriate commercial change controls. • Partner with Sales and account leadership to identify follow-on services opportunities while maintaining clear separation between delivery commitments and new scope. • Contribute directly to achievement of regional Genesys revenue and professional-services performance targets. Cross-Functional Leadership • Create alignment among Professional Services, Customer Success, Sales, Solution Engineering, Product, Support, Finance, partners and customer teams. • Establish an effective cadence for program leadership, workstream coordination, account-team alignment and executive steering. • Ensure decisions, actions and dependencies are documented, communicated and tracked to completion. • Build a culture of ownership, transparency, constructive challenge and continuous improvement. • Represent regional delivery in strategic account planning, executive reviews and pre-sales discussions for complex opportunities. • Provide delivery insight during opportunity qualification, solution planning and commercial development to ensure commitments are achievable. • Capture and share lessons learned, reusable assets and delivery best practices across the region. Required Experience and Qualifications • Typically 15 or more years of relevant experience with a bachelor’s degree, 12 or more years with a master’s degree, or 8 or more years with a PhD; equivalent combinations of education and substantial professional experience will also be considered. • Recognized expertise in enterprise program management, professional-services delivery, customer transformation or a closely related field. • Demonstrated success leading large, complex and strategically important programs involving multiple projects, functions, partners and geographies. • Proven ability to serve as a principal adviser to senior leaders, helping shape critical decisions and resolve