Sr. Manager, Learning & Enablement

Genesys · Virtual Office (North Carolina)

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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.

Job Title: Senior Manager, Learning & Enablement  

Location: U.S. (remote) - NOTE: This role may be based in any U.S. time zone. Because the position manages a globally distributed team, regular availability for meetings between 6:00am–8:00 a.m. Pacific Time is required to support synchronous collaboration across EMEA and APAC. 

Department: HR - Talent Development 

Reports To: Director of Learning & Enablement 

Overview 

The Senior Manager, Learning & Enablement leads a small global team responsible for how Talent Development designs, builds, and delivers learning and capability-building solutions across the business. A defining part of this role is modernization in the age of AI: rethinking how the team works, from intake through delivery, and understanding how AI and emerging learning technology can change that work, not just speed it up. 

This person will also act as a performance consultant and strategic program lead in their own right, partnering with stakeholders to diagnose capability gaps, shape learning strategy, and manage key initiatives end to end when needed. The ideal candidate brings real strength in both: they can sit with a leader and work through a complex capability problem, and they can step back and redesign how the broader team operates so that work can happen faster, more consistently, and at greater scale. 

Key Responsibilities 

Team Leadership & Capability Development 

• Lead, coach, and develop a small global team of instructional designers and learning specialists; setting clear priorities and expectations, and fostering a culture of accountability, collaboration, experimentation, quality, and continuous improvement. 

• Build new team capabilities as roles and technology evolve, and help the team genuinely adopt AI-enabled ways of working rather than just using new tools on top of old processes. 

• Allocate team capacity across core Talent Development programs, enterprise transformation initiatives, and high-priority functional needs. 

AI-Enabled Workflow Transformation 

• Lead the team’s shift toward an AI-informed operating model, looking at how intake, needs analysis, design, development, SME collaboration, prototyping, personalization, and quality assurance can work differently, not just faster. 

• Identify, pilot, and evaluate emerging approaches, such as AI-native learning platforms, adaptive learning, conversational or coaching-based learning experiences, and workflow automation, and make clear calls on what’s worth scaling. 

• Help the team evolve its skills and roles as workflows evolve, shifting more time toward experience design, stakeholder consulting, facilitation, curation, and judgment-based work. 

Operational Excellence & Workflow Redesign 

• Map the team’s end-to-end workflow, including intake, needs analysis, design, development, SME and stakeholder collaboration, review, production, delivery, and maintenance, and identify where it can be simplified, standardized, or automated. 

• Build and own the operating mechanisms (standards, workflows, tools, and team practices) that improve speed, quality, consistency, and capacity. 

• Guide adoption and the effective use of learning technology and tooling that supports a modern, efficient operating model, and use relevant measures to tell whether changes are actually working. 

Enterprise Learning & Enablement Strategy 

• Partner across a distributed learning and enablement ecosystem to increase alignment, consistency, and reuse, without owning every initiative directly. 

• Advise leaders and enablement partners on modern practices and help bring a consistent operating model to a broader community of practitioners. 

• Develop scalable channels, people, content, and tools, that extend the reach of learning and enablement beyond what the core team can deliver directly. 

Transformation & Functional Enablement Support (secondary) 

• Provide selective enablement support for enterprise transformation initiatives and high-priority functional needs, in partnership with Transformation, Change Management, HR, and functional leaders. 

• Define and apply a tiered partnership model to scale support appropriately for customers with varying levels of in-house enablement capabilities. 

Experience 

• 8+ years of experience in Learning and Development, Talent Development, Organizational Development, or a related field, with demonstrated experience modernizing or redesigning how a team’s work gets done, not only designing and delivering learning solutions. 

• 2+ years of direct people-management experience, ideally leading geographically dispersed learning, instructional design, enablement, or talent professionals. 

• Experience using technology, automation, or AI-enabled tools to redesign team workflows, not just to speed up existing processes. 

• Experience leading complex learning and enablement initiatives in a global, matrixed organization. 

• Solid grounding in learning design, instructional design, facilitation, and adult learning principles, sufficient to lead a team of learning professionals and set a credible quality bar. 

• Experience managing multiple concurrent priorities and allocating team capacity across competing business needs in a fast-paced environment.  

Who You Are and What You’ve Done 

• You see AI and new technology as forces that can change how work gets done, not just tools that make old workflows faster, and you want to be the one leading that shift. 

• You think in systems and build for scale. Given an end-to-end workflow, you can see where to simplify, standardize, or fundamentally redesign it. 

• You’ve built the operating mechanisms (standards, workflows, tools, practices) that make a team faster, more consistent, and more scalable. 

• You’ve led people through meaningful change in how their work is done, balancing accountability with room to experiment. 

• You have credibility in learning and development, but your energy and differentiation come from operational and transformation work. 

• You move easily between different kinds of work and teams, picking up new areas quickly and adjusting your approach as the need changes. 

• You’re as comfortable being the face of the work as you are doing the work itself. People across levels trust you, and you show up with presence, not just expertise. 

Additional Qualifications That Set You Apart 

• Experience in a high-growth SaaS or AI-driven technology company. 

• Experience leading or contributing to operating model redesign, process improvement, or workflow automation work, inside or outside of L&D. 

• Direct experience experimenting with AI-native learning platforms, adaptive learning, AI coaching or tutoring, or learning workflow automation. 

• Experience building or leading an internal learning consulting or enablement-as-a-service model. 

• A background in instructional design or L&D combined with an operations, technology, or product mindset. 

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.

Stay Connected

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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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 

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 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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