Director, Product Support - US West

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Director, Product Support – US West The Director, Product Support is part of a dedicated team of Product Support professionals that is responsible for delivering exceptional customer experiences in a fast-paced SaaS environment. Core to the success is enabling technical analysis and resolution of complex issues reported by Genesys’ Customers. This leader will be a customer-first champion, ensuring that every interaction drives measurable business outcomes for both our customers and the company. As a key member of the Product Support leadership team, the Director will ensure there is alignment with Genesys strategy, operational excellence, and continuous improvement within the Product Support scope. This role requires deep expertise in SaaS and cloud-based CX solutions, proven success in enabling organizational change, and strong acumen in digital support models and AI-driven solutions to scale support efficiently. The ideal candidate has a strong track record of developing leaders and building organizations that thrive while handling mission-critical global customer solutions. Specifically skilled in coaching behaviors, driving positive trends of relevant KPI’s. Location : Remote within West-Coast US locations (PST or MST zones ONLY) 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 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 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 progressive leadership experience in technical support, customer success, or customer-facing SaaS operations , preferably in the Customer Experience (CX) technology space.

• This role will be responsible for coverage of US Pacific Team and in some cases extended coverage into weekends with customer escalations or business need
• 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
• 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 This role might also be eligible for a commission or performance-based bonus opportunities. $Medical, Dental, and Vision Insurance.

• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. 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.
• Every application is reviewed by a person. Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Be the one building what's next - where AI, experience and impact come together. If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at View email address on click.appcast.io help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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.