Senior Director, Global Partner Strategy, Programs & Operations

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.

• Act as a thought partner on program and incentive design: rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and outcomes — pressure-test assumptions and recommendations, and flag risk to the appropriate parties. 

• Ensure incentive programs developed by the direct and extended teams remain operationally scalable, compliant, and properly communicated in each region. 
   

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.  

• Regularly perform and review analytics to drive the financial and feasibility rigor behind program decisions — ROI on incentive spend, cost-to-serve, and the business case for new or revised program elements. 

• Use partner performance data and analytics to validate program design, size opportunity and risk, and prioritize investment and support the team in doing the same. 

• Set the governance and quality bar for program execution, compliance, and reporting, even where the team owns day-to-day delivery. 

• Maintain contract and legal fluency on escalations tied to program rules, and route issues to the right teams when necessary. 

• Serve as the senior leader for the team that designs and runs the partner program and executes on the strategy day to day — securing the talent, budget, tooling, and organizational buy-in they need to execute. 

• Develop a high-performing global partner strategy and programs team, direct and matrixed; grow the team's depth in program design, analytics, and operations, foster collaboration, and invest in career growth.  

• Support the team to own their programs as subject-matter experts and know when to lean in directly, drawing on personal experience having built and run partner tiering, incentive, and business-planning programs. 

• Review program design and analysis for rigor, and step into execution when timeline, quality, or risk requires it. 

• Serve as strategic advisor and escalation point for executive stakeholders on partner program, strategy, and incentives. 

• Secure organizational buy-in and resourcing for program direction across Sales, Marketing, Revenue Intelligence, Finance, Services, IT, and Operations. 

• Partner with regional sales/partner leadership to drive adoption and execution of partner programs. 

• Own the narrative in senior and C-level settings, incorporating leadership’s feedback. 

• Oversee the cross-functional Partner Advisory Board to review escalations and nuanced program issues. 

• Partner with Sales Enablement and enablement teams across the business to ensure the development and delivery of cohesive enablement programs that align to program requirements and educate the field on partner engagement and rules of engagement. 

• Lead and develop our global virtual partner support and sales center — reviewing proposed strategy and serving as a thought leader to evolve it to meet the needs of the business, including through in-person travel to Manila. 

• Drive partner performance across regions through the virtual sales team, incorporating input from regional sales leaders to shape the team's mandate. 

• Improve support processes and implement AI-driven efficiencies. 

• Oversee the team developing the strategic vision and execution of the Genesys partner portal end-to-end and harmonize the partner tech stack to align with broader organizational goals — providing support where needed. 

• Facilitate a long-term vision for AI-powered features, dashboards, and self-service capabilities within the portal. 
   

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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 www.genesys.ai. 

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