Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job Title: Director, Product Support Department & Team: Product SupportReports to: Dominic LoBoscoLocation: US RemoteSummary: 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-DNICompensation: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 - $236,250.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf 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, 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 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 diversity 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.
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