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.
Are you a strategic leader with a passion for mentoring high-performing teams and fostering cross-functional collaboration? We are seeking a seasoned professional to lead our team of Business Value Specialists across EMEA and APAC. This role is pivotal in strengthening relationships with internal sales leaders, optimizing consulting project assignments, and driving the success of our Business Value team in delivering transformative customer experiences.
About the Job
As the Supervisor of Business Value Specialists, you will be instrumental in shaping the future of experience delivery by empowering your team to connect vision with results. In this role, you’ll manage priorities, strengthen relationships with sales leaders, and act as a thought leader in value-based consulting.
Your focus will be on enhancing the team’s ability to identify customer “moments of truth,” quantify business impact, and deliver compelling stories of transformation. By building strong partnerships and optimizing operations, you will play a crucial role in driving growth, satisfaction, and innovation across EMEA and APAC.
About You
You are a driven, empathetic leader who finds fulfillment in empowering others to reach their full potential. Your passion lies in fostering growth, building strong relationships, and driving results by supporting and developing the people you lead.
- People-Centric Leadership: You believe that the greatest success comes from helping others thrive. You are motivated by coaching, mentoring, and creating opportunities for your team to excel.
- Empowerment-Focused: You are energized by seeing your team grow, both professionally and personally. You take pride in fostering an environment where innovation, learning, and collaboration flourish.
- Inspiring Excellence: You lead by example, motivating your team to consistently deliver high-quality work while supporting them through challenges.
- Collaboration and Connection: You excel at building strong, trust-based relationships, not just within your team, but also across regions and departments. Your ability to connect with and inspire others is a hallmark of your leadership.
- Strategic Growth Mindset: You are deeply invested in the long-term success of your team and the organization. You align individual goals with organizational priorities, ensuring meaningful contributions to both personal and business outcomes.
- Continuous Development: You are passionate about creating learning opportunities, celebrating achievements, and providing constructive feedback to help your team members grow and thrive.
In addition to being a supportive supervisor, you are enthusiastic about being a player-coach—someone who not only leads but also contributes directly to customer engagements. You thrive on rolling up your sleeves to deliver value assessments, facilitate workshops, and craft solutions alongside your team. This dual role excites you because it allows you to stay connected to the work that inspires you while modeling best practices for your team to follow.
Key Responsibilities
1. Team Leadership and Development
- Provide mentorship and guidance to Business Value Specialists, fostering an environment of collaboration, innovation, and continuous learning.
- Conduct regular project reviews and create individual development plans to support personal and professional growth.
- Lead by example, demonstrating best practices in value-based consulting and customer engagement.
2. Strategic Relationship Management
- Build and nurture strong relationships with internal sales leaders across EMEA and APAC to align consulting efforts with regional business priorities.
- Serve as a trusted advisor to sales leadership, ensuring that the Business Value team effectively supports strategic opportunities and business goals.
- Collaborate with cross-functional teams to embed business value insights into broader customer engagement strategies.
3. Operational Excellence
- Oversee the prioritization and allocation of consulting projects to balance workloads and maximize team impact.
- Actively manage the team’s consulting pipeline, ensuring high-quality and timely delivery of projects.
- Continuously improve and scale methodologies for assessing, quantifying, and communicating business value.
4. Player-Coach Engagement
- Actively participate in key customer engagements by leading value assessments, facilitating workshops, and crafting compelling business cases.
- Work alongside team members to model best practices in customer interaction and solution delivery.
- Provide hands-on support in high-priority or complex projects, ensuring successful outcomes and demonstrating leadership in action.
5. Regional Expertise and Cultural Adaptation
- Tailor approaches and strategies to align with the unique cultural, economic, and market dynamics of EMEA and APAC.
- Partner with regional stakeholders to identify emerging opportunities and challenges, adjusting team priorities as needed.
6. Reporting and Continuous Improvement
- Track and analyze key performance metrics to assess the team’s impact and identify areas for improvement.
- Provide regular updates to executive leadership on team achievements, project outcomes, and strategic initiatives.
- Leverage insights from customer engagements and industry trends to refine tools, methodologies, and team capabilities.
Experience Delivery Background and Requirements
- Leadership and Coaching: Proven experience leading and mentoring diverse, high-performing teams in a collaborative and dynamic environment. Demonstrated ability to inspire, support, and develop team members to achieve their full potential.
- Hands-On Expertise: A track record of successfully engaging directly with customers, including leading workshops, conducting value assessments, and crafting compelling business cases. Passion for balancing strategic leadership with active participation in day-to-day project work.
- Customer Value Focus: Deep understanding of value-based consulting methodologies, including quantifying business outcomes, ROI analysis, and articulating the business impact of experience delivery solutions.
- Technology Acumen: Knowledge of CCaaS, AI, experience orchestration, or other customer experience technologies. Ability to bridge the gap between technical capabilities and business value.
- Cultural Sensitivity: Experience working in or managing teams across EMEA and APAC regions, with a strong awareness of and adaptability to regional cultural nuances and market dynamics.
- Strategic Vision and Execution: Strong ability to align team objectives with organizational goals, with a focus on driving measurable outcomes and customer success.
- Communication Skills: Exceptional ability to convey complex ideas clearly and persuasively to technical and non-technical audiences, including executive stakeholders.
- Education and Experience:
- Bachelor's degree in Business, Marketing, or related field; MBA or equivalent is a plus.
- 10-12 years previous experience in business analysis, solution consulting, customer experience strategy, or similar roles.
- Experience with journey mapping, workshop facilitation, and people-centric design methodologies is preferred.
- Travel Flexibility: Ability to travel within EMEA and APAC regions up to 25%, depending on business needs.
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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.
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