Director, Product Management

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Develop and implement a comprehensive multi-year strategy for Genesys' outbound engagement platforms, encompassing voice, SMS, email, messaging, and emerging digital channels.

• Spearhead the advancement of outbound solutions by integrating AI-driven and agentic virtual agents, enabling proactive customer interaction and workflow automation.

• Enhance outbound platform functionalities to penetrate new business sectors, including sales engagement, marketing outreach, customer retention, collections, and proactive customer support.

• Identify new and emerging outbound channels, customer challenges, and competitive deficiencies to inform platform investments and roadmap priorities.

• Collaborate with executive leadership to ensure that the Genesys outbound strategy aligns with the company's broader AI, cloud, and customer experience objectives.

• Promote the adoption of agentic AI capabilities, such as intelligent campaign orchestration, conversational AI, proactive outreach, adaptive engagement, and workflow automation.

• Assess where AI can provide tangible customer and business benefits compared to scenarios where deterministic automation or workflow orchestration is more suitable.

• Create scalable methods for incorporating large language models, orchestration frameworks, knowledge systems, and enterprise data into outbound processes.

• Establish governance frameworks for AI-driven outbound engagement, addressing compliance, trust, explainability, observability, cost management, and operational controls.

• Manage cross-functional teams responsible for executing the roadmap across outbound campaign management, contact list management, dialing, digital engagement, orchestration, and AI-enhanced engagement capabilities.

• Collaborate closely with Engineering, Architecture, Data Science, UX, Operations, and GTM teams to provide scalable platform functionalities.

• Lead initiatives to modernize the platform with an emphasis on scalability, cloud-native architecture, compliance automation, and operational efficiency.

• Focus on prioritizing reusable platform services and shared capabilities to minimize duplication and accelerate innovation.

• Formulate strategies to expand and modernize the existing outbound business while venturing into adjacent engagement and revenue-generating areas.

• Work together with Sales, Customer Success, and Marketing teams to encourage customer adoption and enhance market positioning.

• Directly engage with strategic customers, partners, analysts, and internal stakeholders to validate direction and influence roadmap priorities.

• Assist in the development of business cases, investment prioritization, and strategic planning activities.

⛳️ Requirements

• Over 10 years of experience in product management, platform strategy, or product leadership within enterprise software, cloud platforms, contact centers, customer engagement, marketing technology, or communications platforms.

• Proven experience leading large-scale outbound engagement, communications, campaign management, or customer interaction platforms.

• In-depth understanding of AI, automation, conversational AI, virtual agents, and orchestration technologies.

• Experience in delivering enterprise SaaS or cloud-native platform features.

• Proven track record of defining strategy and executing initiatives within complex cross-functional organizations.

• Strong commercial insight and business acumen with a history of driving growth-focused platform initiatives.

• Experience collaborating with executive stakeholders and enterprise clients.

🏝️ Benefits

• Paid volunteer time

• August Free Fridays

• Well-being resources

• Regionally tailored programs for employees and their families

• Flexible working hours