Director, Product Support

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: Director, Product Support

The Director, Product Support is part of a dedicated team of Product Support professionals that is 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, driving positive trends of relevant KPI’s.

Responsibilities:

• Provide input to the Global Leader for organizational planning and 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 (KPIs/OKRs) 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

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.
• This role will be responsible for coverage of US Pacific Team (Overnight Shift in the Philippines) 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          
• Ability to work from the Genesys Manila office with regularity.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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Genesys 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.

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