Principal Product Manager

📁
Marketing & Business Development
📅
200001B3 Requisition #

Summary:

Genesys Designer is a tool for developing customer experience applications which use both self-service (Interactive Voice Response, or IVR) and assisted service (Routing)  functionalities built on top of the Genesys platform for both voice and digital channels.

Designer provides easy to use, highly functional pre-built units that enable common tasks in a simple and straightforward manner. It also provides a seamless development environment in which users do not need to be aware of these technical details and intriciacies of the platform to start developing new customer service applications. Additionally, it also enables enterprises to easily streamline and tailor their customer experience application development workflows to their specific needs. Designer is what gives Genesys customers an easy and fast way to tap into the richness of the Genesys platform to build powerful customer experiences for their own customers.

The Product Line Manager will be responsible for growing revenues and generating opportunities through new features in product development and executing on strategic business programs. The product line manager will have a strong focus on a “cloud first” approach and concentrate on developing and consuming common services to enrich the offer. The ideal candidate is competitive, analytical, and resourceful with strong business acumen. 
Key Responsibilities:

  • Be accountable for commercializing the delivery of products and services for our design pool portfolio that grow our P&L and delight our customers.
  • Drive the development, prioritization and execution of 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, enable adoption and support, establish new processes and generate feedback loops into Product.
  • 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 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.    

Requirements:

  • 10+ years of professional product management experience, with 3+ years’ experience working with UI, Design tools in a contact centre or related environments
  • Preference will be given to candidates who have worked in agile technology organizations
  • Strong understanding of features and technology that impact customer experience and customer contact centres
  • Excellent executive-level communication and presentation skills
  • Sharp business acumen and financial skills
  • Leadership and initiative to own problem sets and work them through to resolution
  • Proven experience with analysing data and using structured problem-solving to make decisions that uncover the next steps of a solution
  • Ability to manage ambiguity, build consensus toward solutions, and defend a chosen strategy to various stakeholders
  • Experience with telecommunications and contact centres desired 

About us:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com 
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

 

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