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.
Job Title: Staff Product Manager
About Genesys: Genesys is the global leader in cloud customer experience and contact center solutions. We help organizations transform their customer experiences by delivering innovative cloud-based solutions that drive customer engagement, satisfaction, and loyalty. With a comprehensive suite of products and services, Genesys empowers businesses to deliver exceptional customer service across every touchpoint, channel, and interaction.
Position Overview: Genesys is seeking a talented and experienced Staff Product Manager of Onboarding & Adoption to drive customer success and maximize the adoption of Genesys Cloud features within client organizations. In this role, you will be responsible for developing and executing strategies to ensure that customers fully leverage the capabilities of Genesys Cloud to achieve their business objectives. You will work closely with cross-functional teams, including Product Management, Customer Success, Marketing, and AI Engineering, to drive adoption initiatives and deliver value to customers.
Key Responsibilities:
Onboarding Strategy: Lead the ideation and productization of new features to streamline the onboarding process for new Genesys Cloud customers. This should include a collaboration on AI-powered admin-focused copilot features. Collaborate with Customer Success to define best practices, processes, and methodologies to ensure a smooth and efficient onboarding experience.
Adoption Strategy: Lead the ideation and productization of new features to drive increased adoption of Genesys Cloud products. This should include AI-powered capabilities which rely on customer data to personalize the user’s experience and assist with the implementation of key recommendations.
Customer Engagement: Engage with customers and other experts to understand their unique requirements, goals, and challenges related to onboarding, deployment, and feature adoption. Build strong relationships with key stakeholders and decision-makers to drive initiatives.
Feature Development: Partner with Dev and AI Engineering teams to drive the creation of new features that streamline the adoption of Genesys Cloud products. Define requirements, prioritize, and drive the development and launch capabilities.
Leadership Alignment: Work closely with the executive team to implement the company's product strategy, incorporating technology in innovative and effective ways to ensure the product portfolio aligns with the company's overall strategy and vision.
Metrics and Continuous Improvement: Define and track key metrics and success criteria to measure the effectiveness of your initiatives. Monitor progress to identify areas for improvement and optimization.
Market Research: Collaborate with Product Marketing on market research and analysis to identify customer needs, market trends, and opportunities for product innovation.
User Experience: Collaborate with User Experience Research and Design to identify the right problems to be solved and the right solutions to those problems.
Genesys Advocacy: Represent the company and product portfolio to external stakeholders, including customers, partners, and industry analysts
Qualifications:
6+ years of experience in product management with proven successful track record preferably in the software-as-a-service (SaaS) industry.
Strong understanding of cloud-based technologies, contact center solutions, and customer experience management.
Excellent communication, presentation, and interpersonal skills. Ability to effectively engage with customers, internal teams, and executive stakeholders.
Analytical mindset with the ability to leverage data and metrics to drive decision-making and measure the impact of adoption initiatives.
Self-motivated and results-oriented with a passion for driving customer satisfaction and success.
Thought leader and confident decision maker able to drive transformation and manage through the change.
Experience delivering enterprise products at scale and managing product solutions with multiple stakeholders, leading either product or product and engineering functions.
Bachelor’s degree in Computer Science, Engineering, Mathematics, or related field. Master's degree is a plus.
Why Join Genesys: At Genesys, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering innovative solutions that transform the way businesses engage with their customers. You'll play a critical role in driving customer success and helping organizations realize the full potential of Genesys Cloud. Additionally, Genesys offers competitive compensation, benefits, and opportunities for professional growth and development.
Join us in shaping the future of customer experience with Genesys Cloud! Apply now to be a part of our dynamic team.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
