Director, Product Support

🕒 il y a 21 jours

🌵 Arizona, Colorado, +2 états de plus – Distant

🌵 Arizona – Remote ⛰️ Colorado – Remote ⛷️ Utah – Remote ☕ Washington – Remote

💵 $143 200 - $251 800 / an

⏰ Temps Plein

🔴 Expert

👔 Directeur

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 0%

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Genesys

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1990

💼 Conseil

🏥 Santé

🛡️ Assurance

Consulting • Healthcare • Insurance

Genesys est un fournisseur de premier plan de solutions d'orchestration d'expérience alimentées par l'IA, conçues pour offrir des expériences personnalisées à grande échelle. Leurs offres incluent des logiciels de centre de contact complets, des solutions de gestion de l'engagement de la main-d'œuvre, et une plateforme ouverte avec une architecture cloud. Les plateformes Genesys Cloud CX et EX optimisent les expériences clients et employés via une automatisation intelligente et une IA intégrée, permettant un engagement transparent sur tous les canaux. Avec un accent sur divers secteurs tels que la banque, la santé, le commerce de détail, l'assurance et le gouvernement, Genesys aide les organisations à transformer le paysage des interactions clients et employés. De plus, leur AppFoundry Marketplace propose des applications pré-intégrées pour étendre les fonctionnalités de la plateforme.

Description

• Provide input for organizational planning, structure, budgets, and training • Establish and evolve KPIs and build high-performing teams using Behavioral Based Coaching best practices • Design and implement improvement programs to address KPI-identified gaps • Lead a global Product Support organization and foster customer obsession, accountability, and continuous improvement • Develop and execute support strategy aligned with business objectives, customer value realization, and outcome-driven support models • Ensure delivery of mission-critical CX solutions with reliability and responsiveness • Leverage AI, digital, and self-service solutions to transform customer support and drive proactive resolution • Partner with Product, Engineering, and Customer Success to turn customer feedback into innovation and platform improvements • Build scalable processes, tools, and performance metrics measuring customer experience and business outcomes • Champion change across global teams and evolve support models for customer and market needs • Represent Genesys Product Support in customer escalations, executive briefings, pre-sales discussions, and industry forums • Recruit, develop, and retain talent through coaching, empowerment, and growth • Manage budget, forecasting, and resource planning • Participate in pre-sales cycles and RFP responses

🎯 Exigences

• 10+ years of progressive leadership experience in technical support, customer success, or customer-facing SaaS operations, preferably in the Customer Experience (CX) technology space • Responsible for coverage of US Pacific Team and, in some cases, extended weekend coverage for customer escalations or business needs • Strong track record of leading global, high-performing teams in fast-paced environments • Experience working with multinational business cultures and global teams • Expertise in cloud delivery models, digital transformation, and AI-powered support solutions, including chatbots, virtual assistants, and predictive analytics • Demonstrated ability to drive business outcomes through customer-first strategies and operational excellence • Skilled in organizational change management and scaling processes across global, multicultural teams • Exceptional communication and executive presence, with experience engaging directly with C-level customers • Proven ability to recruit, coach, and develop leaders and create sustainable leadership pipelines • Strong analytical and strategic thinking, with ability to turn data and insights into action • Ability to travel up to 20% globally

🏖️ Avantages

• Medical, Dental, and Vision Insurance • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off in addition to 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments • 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

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