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