Technical Manager, Product Support

🕒 July 21

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚒️ Technical Product Manager (TPM)

👻 Ghost score 41%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Provide oversight and leadership to the Global Product Support team • Manage team assignments and scheduling • Ensure teams are adequately trained and prepared to support Genesys Cloud customers • Provide coaching as warranted • Work as part of a global team to implement and achieve key performance indicators • Learn and understand team members' needs and ensure they are set up for success • Evaluate current practices and propose efficiency improvements • Implement improvement ideas on a small scale to validate effectiveness • Oversee staff daily to ensure efficient work allocation, focus and status • Maintain high-level knowledge of all aspects of the Genesys Cloud platform and products • Provide escalation support and work directly with customers to resolve issues • Administer the team and conduct performance reviews • Support hiring and onboarding of new team members • Manage team performance against targeted KPIs • Introduce and maintain continuous performance processes and standards • Work with global Genesys Cloud Product Support leadership to deliver goals and objectives • Establish and evolve KPIs and build high-performing teams using Behavioral Based Coaching best practices • Foster enthusiasm and creativity to identify processes and approaches that enhance the customer experience

🎯 Requirements

• BS/MS/BA or equivalent • Excellent verbal/written communication, presentation, and interpersonal skills • Demonstrated ability to interact with internal and external customers • Fluency in both English and Portuguese is required • Spanish language skills are considered an asset • 8+ years of relevant experience managing customer-facing, technical teams in a fast-paced, dynamic environment • Strategic thinking and leadership; capacity to anticipate; ability to develop people • Strong leadership and team management ability • 5 years of relevant Supervisor and/or Manager experience • Operational and planning skills with minimal direct supervision • Established procedural, systems and process knowledge at the execution and tactical level • Ability to make timely decisions within the unit • Ability to translate department goals and objectives into defined metrics and delegate as required • Experience managing and reporting performance metrics and related issues • Continuous process improvement capability • Accountability for self and department • Demonstrated emotional intelligence • Ability to design and deliver audience-appropriate communications • Ability to motivate employees to meet objectives • Ability to build relationships within and outside the team • Ability to navigate complex processes and people-related organizational dynamics • Ability to handle conflict situations effectively and efficiently • Ability to gain confidence and trust through honesty, integrity, and authenticity • Ability to address difficult issues objectively and solution-oriented • Self-awareness and openness to feedback • Ability to build effective teams and lead and manage the team

🏖️ Benefits

• Flexible-first culture with flexible ways of working • Mentorship, learning programs, leadership development and education support • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Genesys employee referral program