Director, Product Support

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Contribute to organizational strategy, structure, budgeting, and training initiatives.

• Develop and refine KPIs while building high-performing teams through Behavioral Based Coaching methodologies.

• Create and execute improvement programs aimed at addressing gaps identified by KPIs.

• Lead a global Product Support team, fostering a culture of customer obsession, accountability, and ongoing improvement.

• Formulate and implement a support strategy that aligns with business objectives, enhances customer value, and promotes outcome-driven support models.

• Ensure the dependable and timely delivery of critical CX solutions.

• Utilize AI, digital, and self-service tools to revolutionize customer support and facilitate proactive problem-solving.

• Collaborate with Product, Engineering, and Customer Success teams to translate customer feedback into innovations and enhancements to the platform.

• Establish scalable processes, tools, and performance metrics that assess customer experience and business outcomes.

• Advocate for change across global teams and adapt support models to meet customer and market demands.

• Represent Genesys Product Support during customer escalations, executive briefings, pre-sales discussions, and at industry events.

• Attract, develop, and retain talent through effective coaching, empowerment, and professional growth.

• Oversee budget management, forecasting, and resource allocation.

• Engage in pre-sales processes and responses to RFPs.

⛳️ Requirements

• Over 10 years of progressive leadership experience in technical support, customer success, or customer-facing SaaS operations, ideally within the Customer Experience (CX) technology sector.

• Responsible for managing the US Pacific Team and, occasionally, providing extended weekend support for customer escalations or business requirements.

• Proven ability to lead global, high-performing teams in dynamic environments.

• Experience with multinational business cultures and global teams.

• Proficient in cloud delivery models, digital transformation, and AI-driven support solutions, including chatbots, virtual assistants, and predictive analytics.

• Demonstrated success in achieving business outcomes through customer-centric strategies and operational excellence.

• Expertise in organizational change management and scaling processes across diverse, global teams.

• Outstanding communication skills and executive presence, with experience engaging directly with C-level clients.

• Proven capability to recruit, mentor, and develop leaders, establishing sustainable leadership pipelines.

• Strong analytical and strategic thinking skills, with the ability to convert data and insights into actionable strategies.

• Willingness to travel up to 20% internationally.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and options to work from home.

• Opportunities for development and career advancement.

• Open Time Off in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Mentorship, learning programs, leadership development, and educational support.

• Paid time for volunteering.

• August Free Fridays.

• Well-being resources.

• Regionally customized programs for employees and their families.