Director, Product Support - US West

• 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

• 10+ years of

, preferably in the Customer Experience (CX) technology space.

• This role will be responsible for coverage of

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

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$143,200.00 - $251,800.00

• 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

Click here to view a summary overview of our Benefits.

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.