Senior Director, Product Manager - Journey Management & Performance Insights

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 currently seeking a dynamic individual for the role of Sr. Director – Product Management for Journey Management & Performance Insights. Journey Management represents an evolution in contact center analytics, introducing innovative capabilities for customers to monitor, measure, and visualize touchpoints across channels.

At the core of Journey Management is an industry-leading event-data platform that captures, enriches, and dynamically orchestrates customer experiences in real time.

As the Sr. Director – Product Management & Performance Insights, you will take ownership of the strategy, vision, and roadmap for features and capabilities spanning Journey Management, Insights & Alerts, harnessing the power of AI investments.

Your role involves engaging with customers, partners, and product managers to identify and develop analytics solutions across the platform. Collaborating with R&D, UX Design, and go-to-market teams, you will lead the delivery of solutions that generate sustainable value for our customers.

Join us in this innovative journey where your expertise will shape the future of customer experience.

Key Responsibilities

• Develop and execute a customer-centric vision, strategy, and roadmap for Journey Management based on market research and customer needs.

• Collaborate with cross-functional teams to prioritize and deliver impactful features, providing innovative solutions and ensuring continuous progress.

• Work closely with development and UX teams to ensure seamless translation of specifications into exceptional user experiences.

• Establish operational excellence, proactively identifying risks and opportunities to unblock the team and drive successful outcomes.

• Define and monitor key performance indicators, using data-driven insights to inform product decisions and improvements.

• Evangelize the Journey Management strategy through enablement efforts, content creation, customer meetings, analyst briefings, feedback sessions, industry events, and speaking opportunities.

• Monitor product adoption using effective telemetry and engagement analytics.

• Partner with Customer Care to address customer escalations, ensuring a positive customer experience.

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

Required Qualifications

• Minimum 10+ years of product management experience, specializing in analytics.

• Bachelor's degree in a relevant field; advanced degree preferred.

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

• Strong background in Analytics / BI / Data Visualization Platforms and modern application development; additional expertise in data management and/or data integration is a plus.

• Systematic approach to breaking down complex problems and articulating perspectives for solutions.

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

• Experience leading cross-functional initiatives meeting or exceeding quality and business objectives.

• Product management experience in SaaS, public cloud, or Large Enterprise B2B software.

Additional Qualifications

• Previous experience in a senior director or similar role is highly desirable.

• Customer-obsessed, curious, and empathic with a strong sense of ownership and accountability