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.
About Genesys:
At Genesys, we deliver the most complete cloud customer experience platform that helps businesses succeed. Our Workforce Engagement Management (WEM) and Supervisor AI solutions are a set of next-generation workforce optimization capabilities that simplify the agent and supervisor experiences to help organizations drive positive business outcomes and raise employee satisfaction. WEM and Supervisor AI capabilities include call recording, screen recording, quality management, performance management, speech and text analytics, workforce management, and more.
The Operations Hub is the central workspace within Genesys Cloud where contact center supervisors and operations managers come to for seamless AI-powered insights and action recommendations to help them manage their contact center operations efficiently. We are seeking a seasoned Staff Product Manager with experienced in building delightful user experiences with, preferably, deep knowledge of contact center operations.
Position Overview:
The Staff Product Manager will own the strategic vision, development, and execution of the Operations Hub. The ideal candidate will have a proven track record in driving innovation and delivering compelling user experiences, with a strong preference for those with a good understanding of contact center operations. You will work closely with cross-functional teams, including engineering, design, data science, and customer success, to ensure the product meets market demands and exceeds customer expectations.
Key Responsibilities:
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Product Strategy & Roadmap: Develop and own the product strategy and roadmap for Operations Hub, ensuring alignment with company objectives, market trends, and customer needs.
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Cross-Functional Collaboration: Collaborate with teams across engineering, design, sales, and marketing to define and prioritize features, ensuring successful product delivery and seamless integration to the wider Genesys Cloud platform
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Market Research & Customer Feedback: Conduct market research and gather customer feedback to identify product opportunities and improvements, driving innovation and ensuring the product evolves to meet customer needs.
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Go-to-Market Strategy: Partner with sales and marketing teams to create effective go-to-market strategies and product messaging, ensuring successful positioning and market adoption.
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Subject Matter Expertise: Act as a subject matter expert, representing the product to customers, partners, and internal stakeholders, while keeping informed on industry trends and emerging technologies.
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Product Lifecycle Management: Lead the product lifecycle from concept to launch, ensuring timely delivery of high-quality features that align with business goals and customer expectations.
Qualifications:
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7+ years of product management experience, with a strong technical focus, especially in software, systems and front-end UI development.
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2+ years of experience with Contact Center operation concepts and solutions
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Proven experience and work products delivering compelling and engaging user experiences; dashboarding and metrics visualization will be an asset
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Bachelor's degree in computer science, engineering, or a related technical field.
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Demonstrated ability to translate complex technical requirements and customer insights into actionable product features and strategic initiatives.
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Strong analytical and problem-solving skills, with expertise in data-driven decision-making and the ability to prioritize technical projects and competing demands effectively.
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Hands-on experience with Agile methodologies and managing the full product development lifecycle, from concept to release.
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Proven leadership and collaboration skills, with the capacity to influence senior stakeholders and work seamlessly with both technical and non-technical teams.
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Exceptional communication and presentation abilities, adept at explaining technical concepts to a broad range of audiences.
Why Genesys?
At Genesys, you will have the opportunity to work on cutting-edge technologies that shape the future of workforce management. We offer a collaborative environment where innovation and creativity are highly valued. Join us and make an impact in revolutionizing how businesses manage and optimize their workforce!
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
