Director, Product Support

Genesys

. Provide input for organizational planning, structure, budgets, and training .

Posted 10/17/2026full-timeRemote • United StatesLead💰 $143,200 - $251,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in technical support and customer success, with a focus on driving business outcomes through customer-first strategies and operational excellence. Proficient in leveraging AI and digital solutions to enhance customer experience and support models.

Highest-signal resume keywords

10+ Years Leadership ExperienceExpertise In Cloud Delivery ModelsOrganizational Change ManagementExceptional Communication SkillsStrong Analytical And Strategic Thinking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Behavioral Based CoachingKPI DevelopmentCustomer Experience SolutionsDigital TransformationAI-Powered Support SolutionsPredictive AnalyticsBudget ManagementResource PlanningProcess ImprovementTalent Development

Soft Skills

Customer ObsessionAccountabilityCoaching And EmpowermentTeam BuildingExecutive Presence

Tools & Technologies

ChatbotsVirtual AssistantsSelf-Service SolutionsPerformance MetricsSupport Strategy Tools

Industry Keywords

Customer Experience TechnologySaaS OperationsGlobal TeamsMultinational Business CulturesCustomer Success

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide input for organizational planning, structure, budgets, and training
Establish and evolve KPIs and build high-performing teams using Behavioral Based Coaching best practices
Design and implement improvement programs to address KPI-identified gaps
Lead a global Product Support organization and foster customer obsession, accountability, and continuous improvement
Develop and execute support strategy aligned with business objectives, customer value realization, and outcome-driven support models
Ensure delivery of mission-critical CX solutions with reliability and responsiveness
Leverage AI, digital, and self-service solutions to transform customer support and drive proactive resolution
Partner with Product, Engineering, and Customer Success to turn customer feedback into innovation and platform improvements
Build scalable processes, tools, and performance metrics measuring customer experience and business outcomes
Champion change across global teams and evolve support models for customer and market needs
Represent Genesys Product Support in customer escalations, executive briefings, pre-sales discussions, and industry forums
Recruit, develop, and retain talent through coaching, empowerment, and growth
Manage budget, forecasting, and resource planning
Participate in pre-sales cycles and RFP responses

Requirements

What you’ll need

10+ years of progressive leadership experience in technical support, customer success, or customer-facing SaaS operations, preferably in the Customer Experience (CX) technology space
Responsible for coverage of US Pacific Team and, in some cases, extended weekend coverage for customer escalations or business needs
Strong track record of leading global, high-performing teams in fast-paced environments
Experience working with multinational business cultures and global teams
Expertise in cloud delivery models, digital transformation, and AI-powered support solutions, including chatbots, virtual assistants, and 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, multicultural teams
Exceptional communication and executive presence, with experience engaging directly with C-level customers
Proven ability to recruit, coach, and develop leaders and create sustainable leadership pipelines
Strong analytical and strategic thinking, with ability to turn data and insights into action
Ability to travel up to 20% globally

Benefits

Comp & perks

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
Mentorship, learning programs, leadership development and education support
Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families