Sr. Director, Global Partner Strategy & Programs

About the Role

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. As the Senior Director of Global Partner Strategy & Programs, you will define and execute Genesys’ global partner strategy and programs to support growth, scale, and long-term business success. This role collaborates closely with regional partner sales leaders to maintain globally consistent external partner programs while supporting regional nuances. You will also oversee the Genesys global virtual support and contact center focused on providing partner support, based in Manila.

Operating at a senior leadership level, this role works with executive stakeholders across Partner/Field Sales, Revenue Intelligence, Partner Marketing, Services, Finance, and Operations, influencing priorities and driving alignment to deliver measurable outcomes. Success requires deep partner experience, strategic thinking, operational discipline, and the ability to lead through influence in a complex, matrixed global organization.

Location: Fully remote within the US.

Responsibilities

• Strategy & Program Development
  • Define and evolve the annual global partner strategy/program aligned to Genesys growth objectives and go-to-market priorities by soliciting inputs from across the business and planning/facilitating annual strategy offsite and working sessions.
  • Design and scale global partner programs that drive partner-sourced and partner-influenced revenue while recognizing regional nuances.
  • Translate strategic objectives into execution roadmaps with clear success measures.
  • Optimize partner coverage models, partner motions, and ecosystem engagement for sustainable growth by working cross-functionally with Partner leaders and other stakeholders.
• Partner Tiering, Segmentation & Planning
  • Own the annual partner tiering and segmentation framework, defining criteria, thresholds, and benefits differentiation across partner types (resellers, referral, STPs, GSIs).
  • Set and manage annual partner KPIs, including revenue targets, certifications, and pipeline contribution.
  • Drive partner compliance requirements, including program adherence, competency standards, and tier maintenance criteria.
  • Lead annual partner business planning, collaborating with key internal stakeholders to align on joint goals, investment priorities, and growth initiatives.
  • Conduct regular reviews of partner performance against plan, identifying risks and opportunities and taking corrective action where needed.
• Partner Incentives & Co-Investment
  • Design and manage the global partner incentive strategy, including rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and sales outcomes.
  • Establish deal registration incentives that reward partner-sourced opportunities and protect partner investment.
  • Regularly evaluate incentive program effectiveness and ROI, adjusting structures to remain competitive and aligned to business priorities.
  • Ensure incentive programs are operationally scalable, compliant, and consistently communicated across regions.
• Stakeholder Alignment & Influence
  • Serve as the primary point of contact for partner stakeholders on program/strategy escalations.
  • Act as a strategic advisor to senior and executive leaders on partner strategy, incentives, and performance.
  • Align key stakeholders across Sales, Partner Marketing, Revenue Intelligence, Services, Finance, IT, and Operations.
  • Partner with regional sales/partner leadership to drive adoption and execution of partner programs.
  • Communicate progress, insights, and recommendations to executive audiences effectively.
• Performance, Governance & Analytics
  • Define KPIs and performance metrics to measure partner success, program effectiveness, and business contribution.
  • Establish governance forums to drive clarity, accountability, and execution discipline across global initiatives.
  • Use data-driven insights to identify opportunities, improve partner productivity, and inform prioritization.
  • Ensure transparency and consistency in partner engagement, reporting, and execution.
• Contract/Legal Fluency

  Oversee partner agreements, MDF terms, program terms, and conditions.

• Virtual Partner Support Center
  • Lead and develop the global virtual partner support center and specialist teams.
  • Drive partner performance across regions through the virtual support team.
  • Improve support processes and implement AI-driven efficiencies.
• Partner Portal & Digital Experience, and Tech Stack
  • Own the strategic vision and execution of the Genesys partner portal end-to-end.
  • Drive AI-powered features, dashboards, and self-service capabilities within the portal.
  • Own and drive continuous improvements to the Genesys.com partner pages and overall partner web experience.
  • Manage and harmonize the partner-tech stack beyond Salesforce.
• Partner Experience & Cross-Functional Programs
  • Provide oversight on partner impact assessments through the One Genesys Framework (OGF), ensuring partner considerations are embedded early in product and operational decisions.
  • Establish and oversee external Partner Advisory Boards to gather structured partner feedback and shape program direction.
  • Partner with Sales Enablement to develop and deliver partner program guidelines, rules of engagement, and other go-to-market resources.
• Leadership
  • Lead and develop a high-performing global partner team (direct and matrixed).
  • Build organizational capability in ecosystem thinking, partner collaboration, and scalable execution.
  • Foster a culture of ownership, collaboration, and continuous improvement.

Qualifications

• Bachelor’s degree required; MBA or equivalent experience preferred.
• 15+ years of senior leadership experience in global partnerships, alliances, or ecosystems within a complex, enterprise technology environment.
• Comfort operating at a fast pace with high visibility, including responsiveness outside of standard business hours, with travel 2x per year to Manila, Philippines, and 4x per year to other locations.
• Experience at a company with a mature partner ecosystem.
• Deep knowledge of how Partner organizations operate: how they are structured, how partner leaders and sales managers work day-to-day, and what field pain points look and feel like.
• Proven track record of designing and executing partner programs that drive growth and scale at a global level.
• Marketplace/co-sell experience with hyperscalers (AWS, Microsoft, Google Cloud).
• Experience with partner tools such as Partner Stack.
• Demonstrated ability to influence senior stakeholders across functions and regions.
• High tolerance for ambiguity, with the ability to act decisively when situations fall outside established norms.
• Comfort learning rapidly in an environment where the technology, market, and organizational priorities are evolving simultaneously.
• Experience leading large, globally distributed teams.
• Strong understanding of global go-to-market models, partner ecosystems, and enterprise SaaS sales motions.
• Extensive experience operating effectively in a highly matrixed, global organization.
• Strong analytical, communication, and executive-presence capabilities.
• Familiarity with Salesforce at a functional level, including how CRM workflows, personas, and access models are structured in an enterprise environment.
• Demonstrated ability to build and develop high-performing teams across multiple workstreams through complexity and change, with a track record of facilitating the career growth of direct reports.
• A track record of presenting to senior and C-level leadership independently, owning the narrative, and incorporating feedback with composure.
• Strong analytical mindset with experience leveraging data to drive decision-making and performance optimization.
• Proficiency with standard productivity and project management tools (Microsoft Office suite, project planning software, or equivalent).

Pay

This role has a market-competitive salary with an anticipated base compensation range of $189,000.00 - $332,400.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role may also be eligible for a commission or performance-based bonus opportunities.

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

Additional perks include:

• AI at enterprise scale – Build, support, and operate AI-powered technology used by more than 8,000 organizations worldwide, with 150+ new AI features 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.
• Genesys is Great Place to Work® certified in 17 countries, with 94% of employees proud to tell others they work at Genesys.