Principal Product Manager, Email

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Reimagine Email for the Modern Contact Center! 

At Genesys, we believe the future of customer experience is effortless, intelligent, and scalable. The contact center is at the heart of every business, yet it often struggles with legacy workflows, inefficiencies, and high operational costs. We’re looking for a Principal Product Manager to lead the next evolution of Email within Genesys Cloud CX, leveraging GenAI, automation, and deep customer discovery to transform how businesses interact through email. 

This is not just about making email “better”—it’s about rethinking how email fits into modern customer engagement. Can we eliminate, simplify, or automate large portions of the work involved in email interactions while maintaining (or even improving) customer satisfaction? That’s the challenge you’ll take on. 

What You’ll Do 

As the Principal Product Manager for Email, you will: 

• Discover the real problems: Engage deeply with customers and users to unearth the most critical pain points in email-based interactions. Identify high-effort, low-value work that should be eliminated, automated, or augmented. 

• Think beyond incremental improvements: We don’t just want to make email more efficient—we want to fundamentally reshape how it fits into a modern, AI-powered contact center. What if agents never had to draft the same response twice? What if GenAI could anticipate customer needs before they even email? 

• Own the vision and strategy: Define a compelling strategy for AI-enhanced, automated email workflows that radically reduce agent effort without negatively impacting customer experience. 

• Partner deeply with research, design and engineering: Work alongside world-class researchers, designers and engineers to create seamless, agent-friendly experiences that drive measurable efficiency, and customer satisfaction gains and achieve desired outcomes. 

• Measure what matters: Define success through clear, impact-driven metrics—agent efficiency, resolution speed, deflection rates, customer satisfaction, and more. 

• Lead with influence: Align key stakeholders across the company, from AI/ML teams to GTM leaders, ensuring that our email innovation aligns with Genesys’ broader vision for intelligent customer engagement.