Product Management Senior Director - Genesys : Job Details

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.

• 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 the executive level on rollout & 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

• 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 levels
• Preferred, experience with call center and/or contact center agent experience

• Bachelors Required, MBA Preferred

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.

$183,250.00 - $359,650.00

• 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: Genesys Benefits

If a Genesys employee referred you, please use the link they sent you to apply.

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, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit Genesys.