Director, Product Support
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Job Description
Product Support Director leading Genesys’ global SaaS and AI-powered customer support organization. Driving operational excellence, scalable digital support, and customer outcomes across US West teams.
Responsibilities:
- 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
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