Director, Support Tools and Process

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?Major Responsibilities/Activities:The Director, Support Tools and Process role is pivotal within the Genesys Support team, contributing significantly to our mission of achieving transformative results. We are seeking a strategic thinker capable of orchestrating both short-term sprints and a long-term roadmap spanning multiple quarters.This role entails close collaboration with diverse stakeholders from CSS and IT, leveraging design thinking and industry best practices to steer the strategic direction of support tools, platforms, and processes. Acting as a thought leader, the Director will play a key role in shaping our approach to delivering world-class service.As a vital member of the Support Operations team, the Director, Support Tools and Process assumes direct responsibility for executing the strategy roadmap pertaining to tool and platform utilization, tool administration and ownership, and the implementation of bi-weekly sprints aimed at driving organizational change. Day-to-Day Responsibilities:Strategic Planning: Develop and maintain a comprehensive strategic roadmap for support tools, platforms, and processes, aligning them with organizational objectives.Stakeholder Collaboration: Engage with cross-functional stakeholders from CSS and IT to gather input, align priorities, and ensure seamless execution of support initiatives.Thought Leadership: Act as a thought leader, staying updated on industry best practices and emerging trends to drive innovation and improvements in support operations.Process Optimization: Analyze existing support processes, identify bottlenecks, and propose and implement enhancements to streamline operations.Team Leadership: Lead and mentor a team of support professionals, fostering a culture of collaboration, innovation, and continuous improvement.Project Management and Prioritization: Oversee and manage bi-weekly sprints focused on tool utilization and process improvements, ensuring projects are completed on time and within budget.Ownership of Tools and Platforms: Take ownership of support tools and platforms, including administration, support, customization, and optimization to maximize their effectiveness.Performance Metrics: Monitor and assess key performance indicators (KPIs) related to support operations, using data-driven insights to guide decision-making and improvements.Key Skills:Strategic Thinking: Ability to develop and execute a long-term strategic roadmap for support operations.Collaboration: Strong interpersonal skills to collaborate effectively with cross-functional teams and stakeholders.Thought Leadership: Stay informed about industry trends and best practices, and apply innovative thinking to support processes.Process Improvement: Proficiency in analyzing and optimizing support processes to enhance efficiency and effectiveness.Team Leadership: Experience in leading and motivating teams, fostering a culture of continuous improvement.Project Management and Prioritization: Effective project management skills, ensuring successful execution of sprints and initiatives.Tool Ownership: Familiarity with support tools and platforms, with the ability to administer, customize, and maximize their utility.Data Analysis: Proficiency in using data to track and evaluate performance metrics, driving data-driven decision-making.Change Management: Skills to drive and manage organizational change, particularly related to support tools and processes.Communication: Strong verbal and written communication skills to convey complex ideas and strategies to diverse audiences.Qualifications:10 years of experience in administering client experience tools and platforms.5 – 10 years of experience leading a project team5 – 10 years of experience owning and driving tool implementation programsExperience driving adoption of process or tool features.PMP, Project Management Certification or equivalent experience in process documentation, improvement, and project outcome accountabilitySalesforce Administration Certification or 5 years of experienceGenesys Cloud Certification or relevant experience in Genesys Cloud or CCaaSDesign Thinking Certification or 5 – 10 years of experience in road mappingCompensation: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.  $122,850.00 - $241,150.00Benefits: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 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.