[Hiring] Director, Product Support @Genesys

Role Description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data, and AI to help organizations deliver more personalized service, improve operational efficiency, and build stronger customer relationships.

Help build, support, and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

The Director, Product Support is part of a dedicated team of Product Support professionals responsible for delivering exceptional customer experiences in a fast-paced SaaS environment. Core to the success is enabling technical analysis and resolution of complex issues reported by Genesys’ Customers. This leader will be a customer-first champion, ensuring that every interaction drives measurable business outcomes for both our customers and the company.

As a key member of the Product Support leadership team, the Director will ensure there is alignment with Genesys strategy, operational excellence, and continuous improvement within the Product Support scope. This role requires deep expertise in SaaS and cloud-based CX solutions, proven success in enabling organizational change, and strong acumen in digital support models and AI-driven solutions to scale support efficiently. The ideal candidate has a strong track record of developing leaders and building organizations that thrive while handling mission-critical global customer solutions, specifically skilled in coaching behaviors and driving positive trends of relevant KPI’s.

Location: Remote within West-Coast US locations (PST or MST zones ONLY)

Responsibilities

• Provide input for organizational planning, structure, budgets, and training
• Establish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices
• Design and implement improvement programs to address gaps identified from KPI measures
• An influential leader of a global Product Support organization, fostering a culture of customer obsession, accountability, and continuous improvement
• Develop and execute a support strategy aligned with business objectives, focusing on customer value realization and outcome-driven support models
• Ensure delivery of mission-critical CX solutions with world-class reliability and responsiveness
• Leverage AI, digital, and self-service solutions to transform the customer support experience, driving efficiency and proactive resolution
• Partner closely with Product, Engineering, and Customer Success teams to ensure customer feedback drives innovation and platform improvements
• Build scalable processes, tools, and performance metrics that measure impact on both customer experience and business outcomes
• Champion change across global teams, enabling agility in support models to meet evolving customer and market needs
• Represent Genesys Product Support in customer escalations, executive briefings, pre-sales discussions, and industry forums
• Recruit, develop, and retain top talent by promoting a culture of coaching, empowerment, and growth
• Manage budget, forecasting, and resource planning to ensure operational excellence
• Participate and represent Genesys Product Support during pre-sales cycles and RFP responses

Qualifications

• 10+ years of progressive leadership experience in technical support, customer success, or customer-facing SaaS operations, preferably in the Customer Experience (CX) technology space.
• This role will be responsible for coverage of US Pacific Team and in some cases extended coverage into weekends with customer escalations or business need
• Strong track record of leading global, high-performing teams in fast-paced environments
• Experience working with multi-national business cultures and global teams
• Expertise in cloud delivery models, digital transformation, and AI-powered support solutions (chatbots, virtual assistants, 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, multi-cultural teams
• Exceptional communication and executive presence, with experience engaging directly with C-level customers
• Proven ability to recruit, coach, and develop leaders, creating sustainable leadership pipelines
• Strong analytical and strategic thinking, with the 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