Product Management Senior Director

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Genesys is a hub for innovators to collaborate and shape the future of customer experiences. There is a world of possibilities where innovation thrives, and we embrace sky-is-the-limit thinking in AI-enabled Experience Orchestration.

Genesys is looking for a thought leading and experienced Senior Director, Product Management in CX to join our Digital team. 

Reporting to the VP of Product Management, you will create dynamic experiences using real time data inputs from conversational data, historical context or customer journey data. These experiences will be heavily influenced and integral with our larger Gen AI strategy spanning voice and digital channels across orchestration, automation and routing. You will work with cross functional teams to research, develop, and oversee next generation products from conception through to delivery and beyond.  

You will have a strong focus on change management and be passionate about delivering best in class experiences. The ideal candidate is an authentic communicator with a comprehensive ability to influence resources to expand thinking and facilitate strategic alignment.   

Key Responsibilities: 

• Develop and execute a customer-centric vision, strategy, and roadmap for key digital experiences based on market research and customer needs. 

• Strong execution experience with Agile Development and Design Thinking principles and practices.  

• Strong organizational skills. Experience working as a part of cross functional project teams with proven experience delivering results across product, engineering, user experience, design, research teams 

• Manage regular communications at executive level on roll out & adoption across the platform 

• Drive the development, prioritization, and execution of existing product roadmaps in collaboration with R&D and PM colleagues in other Genesys platforms 

• Own the relationships with customers and development teams to translate market and customer needs into agile / scrum-based plans to deliver valuable product features  

• Monitor product adoption using effective telemetry and engagement analytics. 

• Leverage a deep understanding of the product architecture to design and continuously improve user experiences. 

• Present at product, sales, customer, and industry events, including roadmap presentations regarding product timelines and strategy, and product initiative updates to company executives on strategy and performance 

Requirements: 

• Min +10 year CX product management with proven successful track record preferably in the software-as-a-service (SaaS) or Contact Center as a Service (CCaaS) industries. 

• Proven track record in developing and executing successful product strategies driving customer satisfaction and business results.  

• Experience with digital communication channels within a contact center in addition to customer workflow journey orchestration platforms; Familiarity with Data Insights, AI, Bots, Visualizations; and Cloud technologies preferred 

• Ability to manage ambiguity, build consensus toward solutions, and defend a chosen strategy to various stakeholders across different geographies with significant experience influencing teams outside of direct line of management 

• Big-picture perspective with a passion for success, coupled with a willingness to delve into necessary details.  

• Excellent executive-level communication and presentation skills at both technical and business level 

• Preferred, experience with call center and/or contact center agent experience 

 Education: 

• Bachelors Required, MBA Preferred

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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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 HR@genesys.com. 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.