Sr. Director, Global Renewal Center of Excellence

Be the one building AI-powered experiences where they matter most.

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.

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.

Senior Director, Global Renewal Center of Excellence

Position Overview

The Senior Director, Global Renewal Center of Excellence (CoE) serves as the global operating model owner for the company's renewal engine. Reporting to the SVP of Global Renewal Management, this leader is responsible for designing, optimizing, and scaling the processes, governance, systems, and insights that enable predictable renewal performance across Genesys Cloud and other active platforms.

The role partners closely with Renewal Management regional teams, Customer Success, Finance, Revenue Operations, Renewal Quoting Operations, and Shared Services to establish globally consistent renewal practices, improve operational efficiency, and support retention outcomes. Through operational excellence, automation, analytics, and governance, the Senior Director enables regional teams to execute renewal strategies at scale while delivering a seamless customer experience.

Key Responsibilities

Renewal Center of Excellence Leadership

• Own and continuously improve the global renewal operating model, including renewal playbooks, role clarity, process standards, and best practices.
• Establish scalable frameworks that enable consistent renewal execution across regions while supporting local business requirements.
• Foster a culture of operational excellence, continuous improvement, and data-driven decision-making across the renewal organization.

Process Excellence & Automation

• Lead optimization of renewal lifecycle processes, customer engagement models, workflow governance, and cross-functional handoffs.
• Drive adoption of digital customer success capabilities, automation, Gainsight Renewal Center (RHC), and AI-enabled renewal workflows.
• Partner with operationally driven teams to improve efficiency, reduce manual effort, and enhance the customer experience.

Operational Insights & Risk Management

• Define and govern operational KPI standards, reporting frameworks, forecasting inputs, and renewal performance visibility.
• Establish renewal risk frameworks and predictive analytics capabilities that help identify and address retention risks proactively.
• Partner with Renewal Management, Customer Success, and Finance leaders to provide actionable insights, retention analysis, and operational recommendations.

Governance & Cross-Functional Leadership

• Lead global renewal governance, including the Renewal Excellence Council, QBR framework, and operational review cadence.
• Drive alignment across Renewal Management, Customer Success, Sales, Finance, Revenue Operations, and Shared Services on renewal processes and standards.
• Translate operational and customer insights into recommendations that improve renewal effectiveness and organizational performance.

Continuous Improvement & Transformation

• Lead strategic initiatives focused on automation, digital engagement, process optimization, and operational scalability.
• Champion adoption of new technologies, capabilities, and best practices that strengthen renewal execution.
• Benchmark industry trends and continuously evolve the renewal operating model to support business growth and changing customer needs.

Qualifications

Experience

• 12+ years of experience in SaaS renewals, customer success operations, revenue operations, sales operations, or related functions.
• Proven success designing and scaling global operating models, renewal programs, or centers of excellence across multiple regions.
• Strong knowledge of subscription business models, retention metrics (ARR, NRR, GRR), and platforms such as Salesforce, Gainsight, and related customer lifecycle technologies.

Core Competencies

• Strategic and operational leadership with experience building scalable, data-driven business processes.
• Strong analytical capabilities with expertise in KPI development, forecasting support, performance management, and operational insights.
• Exceptional cross-functional influence, change leadership, and executive communication skills.

Success Measures

• Increased adoption of standardized renewal processes, governance frameworks, and playbooks globally.
• Improved operational efficiency through automation, AI-enabled workflows, and digital customer success capabilities.
• Greater renewal predictability, process consistency, and scalability across regions through operational excellence and continuous improvement.

This role enables global consistency and predictability while partnering with regional renewal leaders and shared services organizations to execute renewal strategies at scale. The position is accountable for the renewal operating model, governance, and enablement framework that supports retention success, while business ownership of renewal revenue, retention targets, and forecasting remains with Renewal Management leadership.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might 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

Click here to view a summary overview of our Benefits.

Working at Genesys

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

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.