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 - Sydney

Genesys 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 Transformation

• Define and scale the global Professional Services operating model

• Own the end-to-end services lifecycle from booking through delivery and billing

• Establish KPI frameworks, operating cadence, and executive visibility

• Lead transformation initiatives to simplify, standardize, and scale operations

Workforce and Delivery Optimization

• Enable, lead, and guide regions in global workforce planning, capacity modeling, and utilization optimization

• Provide actionable insights to balance demand and supply across regions, skills, and delivery models

• Improve deployment speed, staffing efficiency, and delivery consistency across the organization

Financial Performance and Governance

• Drive visibility, governance, and accountability for services forecasting, backlog health, billing accuracy, and revenue integrity across regions

• Partner with regional leaders to drive margin expansion through improved utilization, delivery efficiency, and operational discipline

• Partner with Finance on reporting, controls, and audit readiness

• Support pricing, scoping, and deal governance to improve deal velocity and services attach

Systems, Data, and AI

• Own and lead the global strategy for Professional Services systems, positioning technology as a core enabler of scale, efficiency, and growth

• Design and optimize an integrated, end-to-end tooling ecosystem supporting the full services lifecycle from quote to cash

• Partner with the Professional Services Automation (PSA) Product Owner to define business requirements and ensure integration with CRM, ERP, and HR systems

• Improve data quality, reporting, and process standardization to enable a single source of truth

• Embed AI and automation as foundational capabilities within core operational workflows to improve productivity, forecasting accuracy, and resource optimization

Risk, Compliance, and Partner Operations

• Establish governance frameworks across delivery, financial controls, and operations

• Proactively identify and mitigate operational and commercial risks

• Define partner delivery standards, certification, and performance management

Leadership and Cross-Functional Alignment

• Act as the central operational leader across Professional Services, partnering with Sales, Finance, Customer Success, and other cross-functional teams

• Ensure seamless transition from sales to delivery

• Build and lead a high-performing global Professional Services Operations team

You’ll Bring

• 12+ years in Professional Services, Services Operations, or Business Operations within SaaS or enterprise technology

• Experience leading global, distributed teams in matrixed organizations

• Proven track record scaling services operations in high-growth environments

• Strong expertise in forecasting, capacity planning, utilization, and delivery governance

• Experience driving transformation through systems, automation, and AI

• Strong financial acumen, including margin management and revenue oversight

• Executive presence with the ability to influence cross-functional stakeholders

• Bachelor’s degree required; MBA preferred

Key Success Measures

• Scale the Professional Services business through AI and automation, improving productivity while minimizing incremental headcount growth

• Achieve high forecast accuracy and maintain strong visibility into backlog, revenue, and delivery performance

• Improve global utilization, capacity alignment, and deployment speed across regions

• Drive margin expansion through improved delivery efficiency and operational discipline

• Implement and scale best-in-class PSA and systems to enable efficient quote-to-cash operations

• Enable regional teams with actionable insights to improve decision-making, execution, and overall business performance

Please 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.

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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:

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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.

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