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.About Genesys: Genesys is a global leader in cloud customer experience and contact center solutions. Our innovative platform, Genesys Cloud, empowers organizations to deliver exceptional customer experiences across every touchpoint. We're dedicated to helping businesses build lasting relationships with their customers through cutting-edge technology and unparalleled expertise.Position Overview: We are seeking a talented and experienced Staff Product Manager to join our team and drive the usage strategy for Genesys Cloud. In this role, you will be responsible for defining and executing initiatives to standardize, compute, segment, and visualize usage. As large enterprises scale and diversify their technology stack, the need for efficient visualization and reporting on usage data becomes paramount, particularly for cost allocation and reinvoicing use cases. By providing robust usage reporting capabilities, you will empower large enterprises to optimize their software investments and drive business success.Key Responsibilities:Usage Strategy: Genesys Cloud has a complex and evolving offer structure. It’s your job to design and lead initiatives to standardize the approach others will take to generate the usage required to bring those new offers to market, to collect and compute that data in a reusable fashion, and to present that data to API and UI consumers.Speed to Market: How quickly can Genesys bring new offers to market while maintaining a high standard for data transparency? This is a key success metric.Self-Service Reconciliation: Increase data transparency and allow for self-service reconciliation of usage metrics. More transparent usage metrics establishes trust in Genesys, lowers invoice disputes, and allows large enterprises to rely on Genesys for their business operations. AI Usage Predictions: Make use of AI to forecast usage patterns, detect usage anomalies, and make adoption predictions.Customer Engagement: Engage with customers and other experts to understand their unique requirements, goals, and challenges related to the consumption of usage metrics. Build strong relationships with key stakeholders and decision-makers to drive initiatives.Feature Development: Partner with development and AI engineering teams to drive the creation of new Genesys Cloud features that achieve our usage goals. Define requirements, prioritize, drive the development, and launch those capabilities.Leadership Alignment: Work closely with the executive team to implement the company's product strategy, incorporating technology in innovative and effective ways to ensure the product portfolio aligns with the company's overall strategy and vision.Metrics and Continuous Improvement: Define and track key metrics and success criteria to measure the effectiveness of your initiatives. Monitor progress to identify areas for improvement and optimization.Market Research: Collaborate with Product Marketing on market research and analysis to identify customer needs, market trends, and opportunities for product innovation.User Experience: Collaborate with User Experience Research and Design to identify the right problems to be solved and the right solutions to those problems.Genesys Advocacy: Represent the company and product portfolio to external stakeholders, including customers, partners, and industry analysts.Qualifications:6+ years of experience in product management with proven successful track record preferably in the software-as-a-service (SaaS) industry.Strong understanding of cloud-based technologies, contact center solutions, and customer experience management.Excellent communication, presentation, and interpersonal skills. Ability to effectively engage with customers, internal teams, and executive stakeholders.Analytical mindset with the ability to leverage data and metrics to drive decision-making and measure the impact of adoption initiatives.Self-motivated and results-oriented with a passion for driving customer satisfaction and success.Thought leader and confident decision maker able to drive transformation and manage through the change.Experience delivering enterprise products at scale and managing product solutions with multiple stakeholders, leading either product or product and engineering functions.Bachelor’s degree in Computer Science, Engineering, Mathematics, or related field. Master's degree is a plus.Why Join Us: At Genesys, you'll have the opportunity to work on cutting-edge technology that is shaping the future of customer experience. You'll collaborate with talented and passionate professionals who are dedicated to making a meaningful impact. We offer competitive compensation, comprehensive benefits, and a dynamic work environment where your contributions are valued and recognized.If you're ready to take your career to the next level and help us revolutionize the way organizations engage with their customers, we'd love to hear from you!#LI-CE1 #LI-Hybrid #LI-OnsiteIf 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.
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