Director of Product Management – Virtual Agent

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.

Job Description

We are seeking a dynamic and experienced Director of Product Management to lead our Virtual Agent strategy. This strategic role is critical in defining and shaping the future of our Virtual Agent Platform, advancing the next generation of self-service technologies for customer interaction. The ideal candidate will have a proven track record of driving product strategy, leading cross-functional teams, implementing design thinking principles, engaging directly with key customers, and delivering innovative AI-based solutions.

Key Responsibilities:

• Lead the product vision, strategy, and execution for the Virtual Agent platform, from ideation to launch.

• Define and implement a forward-looking product roadmap aligned with business goals and industry trends.

• Champion design thinking methodologies to ensure customer-centered innovation and seamless user experiences.

• Oversee the development and enhancement of self-service AI technologies, including Generative AI and Large Language Models (LLMs), to meet evolving customer needs.

• Engage with key customers directly, focusing on:

  Building and maintaining lighthouse and referenceable accounts to showcase success stories and serve as a benchmark for future product iterations.

  Identifying and resolving adoption issues, ensuring the successful deployment and ongoing use of the Virtual Agent platform.

  Serving as a subject matter expert in customer briefing sessions, providing deep insight into product vision, strategy, and value proposition.

• Collaborate with engineering, design, marketing, and customer success teams to deliver best-in-class solutions.

• Lead cross-functional teams, ensuring alignment across departments to achieve product success.

• Engage with stakeholders at all levels to advocate for the product vision and ensure its successful integration with existing and new technologies.

• Continuously iterate on product design and delivery processes based on user feedback, industry trends, and business needs.

Required Experience:

• 10+ years of product management experience in technology or software-based companies.

• Demonstrated success in leading the development and execution of AI-driven products or customer service solutions.

• Proven ability to apply design thinking to solve complex problems, with a customer-first mindset.

• Experience in driving product lifecycle management, from concept and ideation through market launch and ongoing improvement.

• Strong leadership and management experience, especially in cross-functional environments where collaboration across teams is key.

• Comprehensive understanding of AI technologies, including Generative AI, Large Language Models (LLMs), and their application in virtual agent and self-service platforms.

Leadership & Cross-Functional Collaboration:

• Strong leadership skills, capable of managing teams and influencing company-wide initiatives.

• Extensive experience in cross-functional work, collaborating with multiple departments to drive project success.

• Ability to motivate and guide teams in a fast-paced environment while fostering a culture of innovation and accountability.

• Expertise in working with stakeholders across various functions to align on strategy and execution.

Key Customer Engagement:

• Proactively manage lighthouse or referenceable accounts, ensuring that high-value customers can be leveraged as success stories to influence broader adoption.

• Identify and address any adoption challenges within customer accounts, ensuring optimal implementation and integration of the Virtual Agent platform.

• Act as a trusted advisor and product expert in customer briefings