Senior Director, Global Professional Services Operations & Strategy

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Senior Director, Global Professional Services Operations & Strategy - SydneyGenesys is seeking a Senior Director of Global Professional Services Operations to define, scale, and continuously evolve the operating model for a high-growth, multi-region SaaS services business.As Professional Services enters a new era shaped by AI, automation, and changing customer expectations, the nature of service delivery, the skills required, and how value is delivered to customers are rapidly transforming. This role is critical in leading that evolution—building a more agile, data-driven, and AI-enabled operating model that supports new service offerings, optimizes how work is performed, and enables the organization to scale effectively.This role serves as the global operational control tower for Professional Services, driving standardization, visibility, and performance across the end-to-end services lifecycle—from booking through delivery and revenue realization. You will enable regional teams to execute with greater speed, predictability, and efficiency, while strengthening alignment to financial performance and customer outcomes.As a key leader in the organization, you will combine strategic vision with operational execution to enhance scalability, improve margin performance, and accelerate services growth. A core focus of this role is to modernize the services business through AI, automation, and best-in-class systems, embedding intelligent workflows and data-driven decision-making across all aspects of operations.What You’ll Do: In this role, the primary responsibilities include (but are not limited to):Operating Model and TransformationDefine and scale the global Professional Services operating modelOwn the end-to-end services lifecycle from booking through delivery and billingEstablish KPI frameworks, operating cadence, and executive visibilityLead transformation initiatives to simplify, standardize, and scale operationsWorkforce and Delivery OptimizationEnable, lead, and guide regions in global workforce planning, capacity modeling, and utilization optimizationProvide actionable insights to balance demand and supply across regions, skills, and delivery modelsImprove deployment speed, staffing efficiency, and delivery consistency across the organizationFinancial Performance and GovernanceDrive visibility, governance, and accountability for services forecasting, backlog health, billing accuracy, and revenue integrity across regionsPartner with regional leaders to drive margin expansion through improved utilization, delivery efficiency, and operational disciplinePartner with Finance on reporting, controls, and audit readinessSupport pricing, scoping, and deal governance to improve deal velocity and services attachSystems, Data, and AIOwn and lead the global strategy for Professional Services systems, positioning technology as a core enabler of scale, efficiency, and growthDesign and optimize an integrated, end-to-end tooling ecosystem supporting the full services lifecycle from quote to cashPartner with the Professional Services Automation (PSA) Product Owner to define business requirements and ensure integration with CRM, ERP, and HR systemsImprove data quality, reporting, and process standardization to enable a single source of truthEmbed AI and automation as foundational capabilities within core operational workflows to improve productivity, forecasting accuracy, and resource optimizationRisk, Compliance, and Partner OperationsEstablish governance frameworks across delivery, financial controls, and operationsProactively identify and mitigate operational and commercial risksDefine partner delivery standards, certification, and performance managementLeadership and Cross-Functional AlignmentAct as the central operational leader across Professional Services, partnering with Sales, Finance, Customer Success, and other cross-functional teamsEnsure seamless transition from sales to deliveryBuild and lead a high-performing global Professional Services Operations teamYou’ll Bring12+ years in Professional Services, Services Operations, or Business Operations within SaaS or enterprise technologyExperience leading global, distributed teams in matrixed organizationsProven track record scaling services operations in high-growth environmentsStrong expertise in forecasting, capacity planning, utilization, and delivery governanceExperience driving transformation through systems, automation, and AIStrong financial acumen, including margin management and revenue oversightExecutive presence with the ability to influence cross-functional stakeholdersBachelor’s degree required; MBA preferredKey Success MeasuresScale the Professional Services business through AI and automation, improving productivity while minimizing incremental headcount growthAchieve high forecast accuracy and maintain strong visibility into backlog, revenue, and delivery performanceImprove global utilization, capacity alignment, and deployment speed across regionsDrive margin expansion through improved delivery efficiency and operational disciplineImplement and scale best-in-class PSA and systems to enable efficient quote-to-cash operationsEnable regional teams with actionable insights to improve decision-making, execution, and overall business performancePlease note that Genesys will not accept resumes from agencies at this time. To be eligible to apply for this role you must be legally permitted to work in Australia.#LI-KC1#LI-HybridIf a Genesys employee referred you, please use the link they sent you to apply.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 reasonable.accommodations@genesys.com.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.