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?Vice President, Product Support & Manila Site LeaderThe Vice President, Product Support & Manila Site Leader will have the opportunity to drive the next phase of Genesys’ growth. This is a leadership role for Genesys in the Philippines and will be responsible for growing Genesys’ presence in Asia Pacific.What this role is:You will lead a global team who are focused on resolving complex issues reported by our Genesys customer and partner base. We have very strong relationships with our peer organizations and these need to be well managed. We are one team, with aligned priorities, and need to ensure collective success!The responsibilities for this role include leading and developing the local/global staff, organizational planning and development, supporting the annual budgeting process and managing within the budget and the development of strategic and tactical plans to deliver world class experiences to our employees, customers and partners. We are intently focused on delivering a world class customer experience and executing operational excellence.This role is also tasked with supporting local daily operations of the office, while ensuring local alignment on company strategy and corporate initiatives and goals. We are looking for an effective communicator who will be able to inspire and lead all site employees, direct the functional leaders at the site, collaborate with global functional leaders and be an outstanding corporate liaison and representative.What this role isn’t:This is not a behind the scenes role. This high impact role requires an experienced, strategic individual with demonstrated operational excellence, providing exceptional leadership capabilities to various teams and align our Corporate Vision and Strategy and accelerate key deliverables. We are looking for a hands-on leader who will roll up their sleeves and engage.You will be an active business partner both internally within the Customer Success & Services organization as well as broadly throughout Genesys. You will work directly with our employees, customers and partners. Having a strong employee, customer and partner focus, with experience at interacting at the Director and C-Level will be invaluable experience.Balancing global values with local values is critical to success. Charismatic and hands on, this leader will actively support internal and external employee experience efforts including recruitment, development, engagement, Corporate Social Responsibility (CSR), employer brand and retention.Product Support Leadership Responsibilities: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 expectationsBuild and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experienceDesign and implement improvement programs to address gaps identified from KPI measuresProfessionally handle critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all timesCoach and lead cross-functional teams on setting objectives, project/program planning, and successful executionCollaborate with functional leaders to identify obstacles that are limiting success and develop solutions to overcome these obstacles. Serve as corporate liaison to escalate issues as needed and vice versa.Establish and maintain effective and regular communications with employees including the Genesys strategy to all employees and provide feedback to Genesys executive management.Support, mentor and guide local functions that have an offshore reporting line.Engage in employee productivity, building a highly inclusive culture ensuring team members thrive and organizational outcomes are met.Manila Site Leadership Responsibilities:Establish site related metrics and set goals that are aligned to Genesys objectives. Track performance and report progress to the senior leadership for Customer Success & Services on these metrics and goals. This may include eNPS, attrition, time to hire, local Glassdoor ratings, and more.Be the Site ambassador, helping others within the business to see the advantages and growth opportunities that the site providesPromote and drive employee engagement with employee experience team through activities, such as Glassdoor, Great Place to Work, CSR and social events. Review the results from Experience Index employee surveys and help managers to use that information to drive improvements.Govern - Ensure that corporate policies and processes are adhered to across the site.Partner with local leadership to promote culture, improve branding, ensure adherence to operating policies and execute the Strategic Plan.Develop and lead the local Site leadership team, helping the local leadership team to translate strategy into actionable goals for performance and growth.Support effective recruiting, onboarding, professional development, performance management, and retention efforts led by HR.Adhere to company, and local legal business requirements, enforcing compliance and taking action when necessary.Analyze internal operations and identify areas of process enhancement.Manage local expenses and site budget to ensure a positive employee experience within a fiscally sound plan.Work with Corporate Affairs team to lead programs that will enhance Genesys’ brand in the local market.Minimum requirements:You should have a Bachelor’s degree. But we value experience more. A lot of it. You will need at least 15+ years’ experience in management (preferably site management) in multi-national business cultures within a global environment.Software industry background is preferred with experience in Cloud Based delivery models.Experience representing company for public speaking events with excellent written and verbal communication skillsMust be a “hands on” leader in bringing process discipline and a focus on achieving tangible goals that is consistent with the winning high-performance culture of Genesys.Highly collaborative and can partner effectively with functional leaders across Genesys, aligning with the company’s strategic direction.Strong collaboration and influencing skills with ability to work alongside multiple executive team membersStrong presentation, analytical and project management experienceMust be a strategic thinker with a proactive approachAbility to work and deliver within tight deadlines and willingness to work longer than standard hours to ensure a task is completed on time when requiredDisplays initiative in the carrying out their duties, constantly looking for ways to improve processes to promote efficiency or strengthen controlAbility to work effectively in a global environment with both internal and external stakeholdersMature approach to work and ability to work autonomouslyAbility to identify areas of concern and raise to appropriate level of managementThe Vice President, Product Support & Manila Site Leader will work from the Genesys Manila Office, to be eligible to apply for this role you must be legally permitted to work in the Philippines. #LI-Hybrid#LI-JM1If 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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