Sr. Director, Global Partner Strategy & Programs

About the role

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.

Responsibilities

• 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 and recognize regional nuances.
• Optimize partner coverage models, partner motions, and ecosystem engagement for sustainable growth by working cross-functionally with Partner leaders and other stakeholders.
• Own the annual partner tiering and segmentation framework, defining criteria, thresholds, and benefits differentiation across partner types (resellers, referral, STPs, GSIs).
• 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.
• Design and manage the global partner incentive strategy, including rebate structures, SPIFFs, and performance incentives that drive the right partner behaviors and sales outcomes.
• 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.
• Serve as the primary point of contact for partner stakeholders on program/strategy escalations.
• Align key stakeholders across Sales, Partner Marketing, Revenue Intelligence, Services, Finance, IT, and Operations.
• Communicate progress, insights, and recommendations to executive audiences effectively.
• 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.
• 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.
• 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.
• 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 fast pace with high visibility, being responsive 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.
• Comfort learning rapidly in an environment where the technology, market, and organizational priorities are all evolving simultaneously.
• Experience leading large, globally distributed teams.
• 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.
• 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).