Product Management Senior Director - Workforce Management

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Position Summary

As the Senior Director of Product Management for Workforce Management (WFM) at Genesys, you will lead a high-impact team responsible for the strategic vision, development, and execution of our WFM solutions. You will shape the product suite’s roadmap, aligning it with Genesys’ overall product strategy, delivering innovative, customer-centric solutions that enhance operational efficiency and customer satisfaction.

In this role, you will bring deep expertise in workforce management and a solid background in SaaS product management, leading teams to deliver enterprise-grade solutions. You will engage closely with customers, industry analysts, and the marketing team to ensure the success of our WFM products.

Key Responsibilities

Product Strategy and Vision

• Develop and execute the long-term strategy for Genesys' WFM solutions, ensuring alignment with company goals and market trends.

Customer and Stakeholder Engagement

• Act as the WFM product evangelist, engaging with strategic customers to gather feedback and address evolving needs.

• Communicate the product roadmap and vision to internal and external stakeholders, ensuring alignment across senior leadership and cross-functional teams.

Market Research and Collaboration

• Stay current with industry trends and competitive products in the WFM space.

• Collaborate with marketing to craft go-to-market strategies, product messaging, and positioning, ensuring successful product launches.

Leadership and Team Development

• Lead and mentor a team of product managers, fostering a culture of growth and innovation.

• Ensure the team follows best practices in product development and continuous improvement.

Product Roadmap and Lifecycle Management

• Define and manage the WFM product roadmap, balancing immediate business needs with long-term goals.

• Oversee the product lifecycle from concept to post-launch enhancements, ensuring timely and high-quality delivery.

Metrics, Revenue, and Market Growth

• Monitor KPIs related to customer satisfaction, feature adoption, and financial performance.

• Leverage insights to drive market share growth, enhance product profitability, and identify new revenue streams.

Requirements

• 10+ years of experience in product management, with at least 5 years in leadership roles.

• Deep expertise in workforce management solutions (e.g., forecasting, scheduling, real-time adherence).

• Proven track record of developing and executing product strategies for enterprise SaaS products.

• Strong leadership and team management skills, with the ability to inspire and motivate high-performing teams.

• Experience working closely with customers to gather feedback and drive continuous product improvements.

• Skilled in collaborating with marketing teams to execute go-to-market strategies and product launches.

• Excellent communication and presentation skills, with the ability to influence across all levels.

• Strong analytical and problem-solving abilities, utilizing data to inform decision-making.

• Bachelor’s degree in a relevant field; MBA or advanced degree preferred.

Preferred Qualifications

• Experience with AI-driven workforce management solutions.

• Familiarity with cloud-based contact center technologies.

• Experience scaling global SaaS products and working with distributed teams.

Why Join Us

At Genesys, we value innovation, collaboration, and personal growth. As the Senior Director of Product Management, you will have the opportunity to make a significant impact, driving the success of our Workforce Management products while leading a talented, high-performing team. We offer an environment where you can grow your career and contribute to cutting-edge solutions that transform businesses.

#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.  

Benefits:

• 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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.