At a Glance
- Tasks: Lead the creation of AI-powered customer experiences and unify user interfaces across products.
- Company: Join Genesys, a global leader in AI-driven customer experience solutions.
- Benefits: Enjoy flexible working, paid volunteer time, and professional development opportunities.
- Other info: Be part of a certified Great Place to Work with a supportive culture.
- Why this job: Make a real impact on customer engagement with cutting-edge technology.
- Qualifications: 15+ years in CX, with strong product management and UI/UX experience.
The predicted salary is between 60000 - 80000 £ per year.
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.
Genesys is looking for a thought leading and experienced Senior Director, Product Management in the CX, Agent Experience and Engagement space to join our Digital team. Reporting to the VP of Product Management, you will have deep experience in researching, developing and overseeing next generation products from conception through to delivery and beyond. These products will have spanned voice and digital channels across orchestration, automation and routing.
Your focus will be to set in motion a new, flexible user experience framework that will unify user experiences across different product areas within Genesys Cloud. You will transform all aspects of how user workspaces are composed, creating the optimal workspace experience from signals, intelligence, and human intent. You will lead the transition of these experiences from manually configured to dynamically presented at run time – facilitating enterprises to transition from structured workflows to AI-supervised outcomes. This includes setting a vision for how work collaboration between human and AI agents will transform what has been traditionally a human only engagement layer within Genesys Cloud. You will have a strong focus on change management and be passionate about delivering best in class CX through a cohesive user navigation platform.
The ideal candidate is an authentic communicator with a comprehensive ability to influence resources to expand thinking and facilitate strategic alignment.
Key Responsibilities- Set product vision and own execution across a highly matrixed organization.
- Grounded in customer research, establish a framework inclusive of information architecture and standard design elements that peer product teams can use.
- Influence and coordinate cross team discussions across product, engineering user experience, design, research teams.
- Dotted line influence peer product teams for adoption and roll out of new framework in their areas of ownership.
- Manage regular communications at executive level on roll out & adoption across the platform.
- Drive the development, prioritization, and execution of existing product roadmaps in collaboration with R&D and PM colleagues in other Genesys platforms.
- Partner with key stakeholders across our company and customers to capture detailed requirements, test hypothesis, and enable frictionless user adoption as a product led growth platform.
- Analyze initiatives for ROI and opportunities to drive financial and operational excellence and growth.
- Present at product, sales, customer, and industry events, including roadmap presentations regarding product timelines and strategy, and product initiative updates to company executives on strategy and performance.
- Manage product teams across multiple geographic locations including day-to-day activities required for the success of the program and ensure that activities and deliverables are executed in a timely fashion with high quality.
- Own the relationships with customers and development teams to translate customer needs into agile / scrum-based plans to deliver valuable product features.
- 15 plus years of professional CX experience, with 3+ years’ Product experience working with UI/UX, Design tools in a contact centre or related environments.
- Experience with current customer workflow journey orchestration platforms; Data Insights, AI, Bots, Visualizations; and Cloud technologies.
- Experience managing a B2B oriented multi-release, multi-year roadmap.
- Ability to manage ambiguity, build consensus toward solutions, and defend a chosen strategy to various stakeholders across different geographies with significant experience influencing teams outside of direct line of management.
- Preferred, experience with call center and/or contact center agent experience.
- Preferred, experience in user experience frameworks.
- Excellent executive-level communication and presentation skills at both technical and business level.
- Proven experience with analyzing data and using structured problem-solving to make decisions that uncover the next steps of a solution.
- Bachelors Required, MBA Preferred.
- AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
Equal Opportunity StatementGenesys is an equal opportunity employer committed to fairness 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.
Senior Director, Product Management - Digital Experiences in Taunton employer: Genesys
At Genesys, we pride ourselves on being an exceptional employer, offering a flexible-first culture that empowers our nearly 7,000 global employees to thrive in their roles. With a strong focus on professional growth through mentorship and leadership development, we provide unique benefits such as paid volunteer time and well-being resources, ensuring our team members can recharge and give back. Recognised as a Great Place to Work in 17 countries, we foster an inclusive environment where 94% of our employees take pride in being part of the Genesys family.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Director, Product Management - Digital Experiences in Taunton
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like Genesys!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at Genesys would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at Genesys through your school's career services!
We think you need these skills to ace Senior Director, Product Management - Digital Experiences in Taunton
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Senior Director, Product Management - Digital Experiences, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Senior Director, Product Management - Digital Experiences position at Genesys. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at Genesys
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
