Director, Support Data and Analytics

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  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 The Director, Support Data and Analytics role is pivotal within the Genesys Support team, contributing significantly to our mission of achieving transformative results. We are seeking a strategic thinker to lead our efforts in building advanced reporting capabilities focused on enhancing the customer experience. This role will be instrumental in leveraging data analytics to drive strategic decisions and optimize support operations, ultimately reducing customer effort and improving customer satisfaction and loyalty. 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 analytics and data. 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 Data and Analytics assumes direct responsibility for executing the strategy roadmap pertaining to our data management practice within Product Support.  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. Advanced Analytics: Utilize sophisticated analytical techniques to derive actionable insights from customer data, including segmentation analysis, sentiment analysis, and predictive modeling. Team Leadership: Lead and mentor a team of support professionals, fostering a culture of collaboration, innovation, and continuous improvement. Reporting and Visualization: Design and create interactive dashboards and reports that effectively communicate key customer experience metrics and trends to stakeholders at all levels of the organization. Project Management and Prioritization: Oversee and manage bi-weekly sprints focused on data projects & breakfix, ensuring projects are completed on time and within budget. Ownership of Dashboards, Data Footprint, and Analytics process: Take ownership of support data dashboards, analytics, and insights. 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. Advanced Data Manipulation tools and languages: SQL, Python, R, LLMs, and advanced statistical techniques. 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. Experience working in a customer-centric organization with a track record of driving measurable improvements in customer satisfaction and loyalty. Qualifications: 10+ relevant years of experience in administering client experience tools and platforms. 5 – 10 years of experience leading an analytics team 5 – 10 years of experience owning and developing a data management practice Experience driving adoption of process or tool features. PMP, Project Management Certification or equivalent experience in process documentation, improvement, and project outcome accountability 5 to 10 years of experience with Tableau, Data Bricks, and Snowflake as a developer Design Thinking Certification or 5 – 10 years of experience in road mapping #LI-GR1#LI-Hybrid#LI-Remote  If 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.