Senior Manager

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 Manager, Partner Strategy and Operations, APAC

We are seeking a dynamic, data driven and results-oriented Partner Strategy and Operations Manager to support strategic planning and to oversee the day-to-day operations / performance of our partnerships.

This role will ensure smooth collaboration between internal functions and external partners, driving operational rigor and efficiency, optimizing business outcomes.

The ideal candidate will have a strong background in ecosystem planning, operations management, partner engagement and data-driven decision-support.

What You’ll Do:

Major Responsibilities/Activities include but are not limited to:

• Strategic Planning Support:

  • Work with internal stakeholders to drive alignment and consistency, in our ecosystem planning efforts, with a very strong focus on building a scalable and sustainable partner business across key APAC markets

  • Ideate, Identify, Document and Enhance key strategic imperatives, based on maturity and complexity of key markets across the theatre

  • Identify and consider market trends, portfolio optimization initiatives and external benchmarks to drive scale and sustainability in the business, as it relates to different personas within the ecosystem

• Operational Management:

  • Manage and optimize processes to support seamless onboarding, enablement and performance tracking of partners.

  • Develop and maintain workflows, tools, and systems to streamline partner operations.

  • Ensure compliance with agreements, policies and operational standards.

• Performance Monitoring & Reporting:

  • Establish KPIs to track partner performance and operational efficiency.

  • Create and deliver regular performance reports and dashboards to leadership and partners.

  • Use data insights to recommend and implement process improvements.

• Partner Enablement and Support:

  • Collaborate with the sales, marketing, sales enablement, solutions consulting and product teams to equip partners with necessary tools and resources.

  • Address partner inquiries and work closely with partner CoE to troubleshoot operational issues promptly.

  • Lead training sessions to educate partners on new tools, products, market making programs and procedures.

• Collaboration & Communication:

  • Serve as the primary liaison between internal teams and external partners.

  • Work closely with cross-functional teams (sales, legal, finance, etc.) to ensure alignment and smooth operations.

  • Foster strong relationships with partners to enhance collaboration and trust.

• Process Optimization & Innovation:

  • Continuously identify opportunities to improve partner operations through automation, tools or best practices.

  • Evaluate partner performance frameworks and suggest enhancements for better outcomes.

  • Monitor market trends and operational benchmarks to maintain competitive partner programs.

You’ve been there and done this:

• Bachelor’s degree in Business, Operations, or a related field (MBA preferred).

• 10+ years of experience in operations management, partner management, or a similar role.

• Strong analytical skills with experience in working with CRM and reporting tools (e.g., Salesforce).

• Proficient in Excel, and data visualization tools (e.g., Tableau, Power BI).

• Excellent communication, negotiation, and relationship-building skills.

• Ability to work independently and thrive in a fast-paced environment.

• Strong problem-solving abilities with a focus on continuous improvement.

• Familiarity with SaaS, B2B partnerships, or technology etc.

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 India.

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If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.