Director, Global Product Support Group, Customer Care

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Job Title: Director, Product Support 
Department & Team: Product Support
Reports to: Dominic LoBosco
Location: US Remote
Summary:

  

The Director, Product Support is part of a dedicated team of Product Support professionals that is responsible for the technical analysis and resolution of complex issues reported by Genesys’ Customers.  This includes but is not limited to, coordinating efforts between customers, Product Support and other departments within Genesys when applicable.    

In this function, the qualified leader’s responsibilities encompass the delivery of the highest levels of Customer Experience to the Genesys’ Partner and End-User communities, the achievement of excellence in our Experience Index promoting resolution and solving on first contact, development of relevant KPI’s and establishing a pattern of success within both the Genesys Enterprise Premise and Cloud business segments.    

Responsibilities:   

• Provide input to the Global Leader for organizational planning and structure, budgets, and training;   

• Develop and implement global strategic and tactical plans to ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations;  

• Help define and build an organization that excels in Customer Experience, Employee Programs, and Operational Efficiency;   

• Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience;  

• Establish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices; 

• Design and implement improvement programs to address gaps identified from KPI measures;  

• Professionally handle critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all times;  

• Coach and lead cross-functional teams on setting objectives, project/program planning, and successful execution; 

• Participate and represent Genesys Product Support during pre-sales cycles and RFP responses.   

 

Requirements:    

• 10+ years of relevant experience managing customer-facing, technical teams in a fast-paced, dynamic environment;  

• Experience in Cloud Based delivery models and offer development;   

• Proven track record of leading high performing organizations; 

• Experience working with multi-national business cultures and global teams; 

• 20%+ travel will be required;  

• Excellent written and verbal communication skills;  

• Long-term approach: strategic thinking and leadership; capacity to anticipate; ability to develop people;

• Professional proficiency in Spanish is a plus   

#LI-DNI

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.  

$113,750.00 - $236,250.00

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,