Staff Product Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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:

At Genesys, we deliver the most complete cloud customer experience platform that helps businesses succeed. Our Workforce Engagement Management (WEM) and Supervisor AI solutions are a set of next-generation workforce optimization capabilities that simplify the agent and supervisor experiences to help organizations drive positive business outcomes and raise employee satisfaction. WEM and Supervisor AI capabilities include call recording, screen recording, quality management, performance management, speech and text analytics, workforce management, and more.

The Operations Hub is the central workspace within Genesys Cloud where contact center supervisors and operations managers come for seamless AI-powered insights and action recommendations to help them manage their contact center operations efficiently. We are seeking a seasoned Staff Product Manager with experience in building delightful user experiences with, preferably, deep knowledge of contact center operations.

Position Overview:

The Staff Product Manager will own the strategic vision, development, and execution of the Operations Hub. The ideal candidate will have a proven track record in driving innovation and delivering compelling user experiences, with a strong preference for those with a good understanding of contact center operations. You will work closely with cross-functional teams, including engineering, design, data science, and customer success, to ensure the product meets market demands and exceeds customer expectations.

Key Responsibilities:

• Product Strategy & Roadmap: Develop and own the product strategy and roadmap for Operations Hub, ensuring alignment with company objectives, market trends, and customer needs.

• Cross-Functional Collaboration: Collaborate with teams across engineering, design, sales, and marketing to define and prioritize features, ensuring successful product delivery and seamless integration to the wider Genesys Cloud platform.

• Market Research & Customer Feedback: Conduct market research and gather customer feedback to identify product opportunities and improvements, driving innovation and ensuring the product evolves to meet customer needs.

• Go-to-Market Strategy: Partner with sales and marketing teams to create effective go-to-market strategies and product messaging, ensuring successful positioning and market adoption.

• Subject Matter Expertise: Act as a subject matter expert, representing the product to customers, partners, and internal stakeholders, while keeping informed on industry trends and emerging technologies.

• Product Lifecycle Management: Lead the product lifecycle from concept to launch, ensuring timely delivery of high-quality features that align with business goals and customer expectations.

Qualifications:

• 7+ years of product management experience, with a strong technical focus, especially in software, systems and front-end UI development.

• 2+ years of experience with Contact Center operation concepts and solutions.

• Proven experience and work products delivering compelling and engaging user experiences; dashboarding and metrics visualization will be an asset.

• Bachelor's degree in computer science, engineering, or a related technical field.

• Demonstrated ability to translate complex technical requirements and customer insights into actionable product features and strategic initiatives.

• Strong analytical and problem-solving skills, with expertise in data-driven decision-making and the ability to prioritize technical projects and competing demands effectively.

• Hands-on experience with Agile methodologies and managing the full product development lifecycle, from concept to release.

• Proven leadership and collaboration skills, with the capacity to influence senior stakeholders and work seamlessly with both technical and non-technical teams.

• Exceptional communication and presentation abilities, adept at explaining technical concepts to a broad range of audiences.

Why Genesys? At Genesys, you will have the opportunity to work on cutting-edge technologies that shape the future of workforce management. We offer a collaborative environment where innovation and creativity are highly valued. Join us and make an impact in revolutionizing how businesses manage and optimize their workforce!