Senior Manager, Strategy & Operations (Product)

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. 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. Role Overview This role sits within the Product Strategy & Operations team and acts as a strategic partner to Product leadership. The team is responsible for shaping growth strategy, driving its execution, and ensuring the insights that reach the C‑suite are rigorous, reliable, and actionable. Unlike traditional analytics or reporting roles, this position operates in highly ambiguous environments where problems are not clearly defined and data is often incomplete or evolving. The expectation is not just to analyze data, but to form a point of view, pressure‑test assumptions, and influence decisions at the senior leadership level. You will be exposed to all aspects of the Genesys Cloud business, from product adoption and retention to ecosystem positioning and growth planning, and will partner closely with cross‑functional leaders across Product, Finance, Customer Success, and Sales. This role requires a strong balance of structured thinking, analytical rigor, and business judgment. Success comes from the ability to connect data to outcomes and drive clarity in situations where answers are not obvious. Key Responsibilities Partner with Product leadership to define problems, frame analyses, and drive strategic decisions Translate business and product signals into clear recommendations for senior stakeholders Lead ambiguous, ad hoc analyses across growth, retention, adoption, and product performance Identify key drivers of business outcomes and proactively surface insights and opportunities Pressure‑test data and assumptions to ensure accuracy before insights reach leadership Support executive‑level deliverables (QBRs, strategic reviews, board materials) with clear narratives Collaborate cross‑functionally across Product, Finance, Customer Success, and GTM teams Bring structure to undefined problems and build analytical approaches from scratch Required Qualifications 5 to 8 years of experience in a rigorous analytical environment: management consulting, investment banking, product management, Big 4 advisory, or a high‑performance in‑house strategy or FP&A function Exceptional attention to detail and a natural instinct for catching inconsistencies and pressure‑testing outputs before they reach stakeholders Strong critical‑thinking skills; able to consider the broader strategic implications of analysis, connect findings to business context, and ask the next right question Fluency with Excel including familiarity with statistics, optimization, customer retention, and cohort analysis frameworks, ideally in a recurring‑revenue or SaaS context Outstanding written and verbal communication skills; able to convey nuanced analysis succinctly to both technical and non‑technical audiences, including senior executives High degree of ownership and self‑direction; comfortable operating with ambiguity and driving work forward independently Demonstrated ability to influence decisions across cross‑functional teams Preferred Qualifications Experience with Tableau, Snowflake, and emerging AI tools (e.g., Cursor, Zenlytic) Familiarity with Python or R for analytical work (a plus) Prior exposure to cloud software, SaaS, or contact center / CCaaS markets Experience working with product or growth metrics (e.g., retention, adoption, engagement, revenue) Experience supporting or preparing materials for board‑level or executive leadership audiences Additional Information This is a high‑visibility role with direct exposure to Product leadership and the opportunity to influence key decisions across the business. It is suited for someone who enjoys solving complex problems, operating in ambiguity, and using data to shape strategy rather than simply reporting on it. This is not a traditional reporting, business intelligence, dashboard development, or data infrastructure role; the person in this role will operate as an internal consulting partner to Product leadership, combining hands‑on analysis with high‑level business judgment. While the role sits close to product strategy and execution, it is not a pure product management or program management role. Compensation Market‑competitive salary with a range of $129,300.00 – $227,300.00. Compensation may also include 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 Equal Opportunity Statement 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 status, veteran status, and other protected characteristics. #J-18808-Ljbffr Genesys Cloud Services, Inc.