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.
Sr Manager, Sales Operations – GTM Strategy & Territory Planning
Genesys empowers organisations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees with an AI-Powered Experience Orchestration platform. Visit www.genesys.com.
Overview
Genesys is seeking an experienced Sr. Sales Operations Manager to support Europe, Middle East & Africa. This role is critical to lead the operational execution across the field organisations, including Sales Executives, Overlay Specialists, and Channel Partners. This role will help drive the evolution of GTM structure, productivity optimisation, planning, and operational processes. The successful candidate will not only possess a broad understanding of sales, channel & alliances, and business operations within the Enterprise Software industry but also must communicate effectively with senior-level sales executives and back office functional leadership. This candidate will be data-driven, self-motivated, sales business application savvy, intellectually curious, a fast learner, detail-oriented, and able to move quickly while keeping focused on high-impact projects with limited direction and supervision.
This role will own and transform three critical pillars of our GTM operating model:
1. White Space Visibility & Territory Intelligence
Lead a full-scale territory clean-up and enrichment initiative across EMEA.
Transition from legacy account allocations to data-driven territory design based on true Serviceable Obtainable Market (SOM).
Define, build and operationalise criteria for high-propensity, AI-first target accounts resulting in creating buy-in on quotas with Sales, Finance & RevOps stakeholders
Build patches looking at the whitespace, greenspace, and assigned AE productivity metrics and benchmarks ensuring sales teams focus on viable opportunities.
Build, in collaboration with the Revenue Intelligence team & IT team, a scalable framework for ongoing territory health and data integrity.
2. The “Single Connected Thread” Planning Cycle
Own the logic and execution behind territory design in close partnership with global planning.
Ensure every Account Executive enters the fiscal year with a Global Achievement Plan (GAP) grounded in verified, actionable data.
Align regional execution with global strategy, creating consistency across segmentation, quotas, and coverage models.
Bring structure, predictability, and transparency to the annual planning process.
3. Eliminating Operational Friction & Data Governance
Own Data Governance across EMEA, establishing and enforcing clear standards for data quality, consistency, ownership, and access across all GTM systems (e.g. Salesforce and supporting data architecture).
Define and operationalise rules for account ownership, hierarchy management, and data integrity to eliminate ambiguity and conflict across Sales, Marketing, and Partner teams
Centralise data hygiene and governance processes to remove inefficiencies and administrative burden from regional leadership
Eliminate time spent on account disputes, data inconsistencies, and manual administrative work.
Enable field leadership to focus on pipeline generation and revenue execution, not operational overhead.
Responsibilities
Conduct deep business analysis to uncover growth opportunities, productivity gaps, and performance drivers.
Drive cross-functional initiatives that accelerate field productivity and support the company’s transformation to a subscription-based model.
Partner with Sales, Finance, and RevOps to embed data-driven decision-making into core GTM processes
Build and operationalise financial and sales models (capacity, coverage, quotas and ROI).
Own Annual Fiscal Planning & Execution, including:
Territory design and segmentation
Quota setting
Sales capacity planning
Organisational structure alignment
Requirements
10+ years in Sales Strategy / Sales Operations within a high-growth SaaS or technology environment.
Proven experience owning data governance frameworks and driving data quality transformation in a complex GTM environment. Deep expertise in:
Territory planning & GTM design
Quota setting & sales capacity modelling
Business performance analysis
Customer master data management
Salesforce CRM and data architecture
Proven ability to build operational rigor in complex, ambiguous environments.
Strong experience translating complex datasets into clear, actionable business insights that influence senior stakeholders and field execution.
Exceptional analytical and problem-solving skills, with the ability to translate data into strategic action.
Experience leading large-scale transformation initiatives across regions or business units.
Comfortable operating at both strategic and hands-on levels—from executive storytelling to data-level detail. High ownership mindset with the ability to deliver results with minimal oversight.
Preferred requirements:
Prior experience with a fast-growth enterprise software company is highly preferred.
MBA or advanced degree preferred.
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
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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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
