Director, Product Support

🔥 12 hours ago

🌵 Arizona, Colorado, +2 more states – Remote

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

💵 $143.2k - $251.8k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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