Operations Manager & Engagement Coordinator

2000015N Requisition #

This role is focused on supporting our Durham Site Leader in aligning our teams based in Durham to our Corporate vision and strategy and in driving employee engagement across the site. The focus of this role will be on building a strong culture of inclusion and belonging by enhancing and strengthening the experience of employees in Durham. In addition, we are looking for an individual who can assist with building stronger employee engagement at other Genesys sites in North America.



Key Responsibilities:

Reporting directly to the VP, Global Site Strategy and being part of the Global Site Engagement team, the Durham Operations Manager & Engagement Coordinator will be focused on supporting our Durham Site Leader in operationalizing strategy in our Durham office. This role is tasked with supporting the Durham Site Lead in local daily operations of the office, while creating, managing and delivering local programs and activities for our workforce that are aligned with company strategy, corporate initiatives and goals. We are looking for an action oriented individual who is able to execute and co-ordinate the various activities, events and initiatives for the site, at the direction of the Site Lead, that will improve the employee experience for all, leading to greater employee engagement.

Further, as part of our Global Site Engagement team, this role will be tasked with helping to build employee engagement across other Genesys sites in North America.


Responsibilities/Job Duties:

In this role, the primary responsibilities will include (but are not limited to):

  • Support and assist Site Lead, including preparing regular reporting on site-related metrics

  • Administers day to day operations of the site under the direction of Site Leader

  • Provide logistical and operational support to the Site Leader in regular communications with employees

  • Bring together Site Lead vision and budget to organize, promote and drive employee engagement through site events and activities, team building, office celebration, Diversity, Equity and Inclusion efforts, Corporate Social Responsibility (CSR), and social events.

  • Oversee and execute upon site sponsored activities

  • Plan and facilitate programs that facilitate open feedback and communication between employees and the Site Leader to drive continuous improvement

  • Provide analysis of the results from NPS employee surveys to be used by Site Leader that will drive improvements.

  • Assist Site Leader to promote culture, improve branding, and ensure adherence to operating policies.

  • Provide operational support to local HR teams in their efforts around recruiting, onboarding, professional development, performance management, and retention efforts.

  • Build and execute a plan for strong engagement and connections of employees who are either at secondary sites or virtual in India

  • Work with other Site Leaders to develop regular reporting on site based metrics and initiatives that are aligned to corporate vision and goals of employee experience and engagement



  • Must be “hands-on” in bringing execution and process discipline and a focus on achieving tangible goals that are consistent with the winning high-performance culture of Genesys.

  • Understanding of employee experience and engagement and the drivers of this

  • Highly collaborative and can partner effectively with functional leaders at the site, as well as working and organizing teams in planning and executing on activities

  • Excellent written and verbal communication skills

  • Strong presentation, analytical and project management experience

  • Must be a strategic thinker with a proactive approach

  • Ability to work and deliver within tight deadlines and willingness to work longer than standard hours to ensure a task is completed on time when required

  • Displays initiative in the carrying out their duties, constantly looking for ways to improve processes to promote efficiency or strengthen control

  • Ability to work effectively with both internal and external stakeholders

  • A mature approach to work and ability to work autonomously

  • Ability to identify areas of concern and raise to the appropriate level of management


About Genesys:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution, and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility. Visit www.genesys.com #LI-CC1


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.



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