Director, Product Support - US West
About The Position
The Director, Product Support is a customer-first leader responsible for delivering exceptional customer experiences in a fast-paced SaaS environment. The role leads technical analysis and resolution of complex customer issues and ensures that support interactions produce measurable outcomes for customers and the company. As a member of the Product Support leadership team, the Director aligns support operations with Genesys strategy and drives operational excellence and continuous improvement. The position leads a global Product Support organization, develops support strategies and outcome-driven models, and uses cloud expertise, digital support, and AI-powered solutions to scale efficient, reliable support for mission-critical CX solutions. The Director also builds and develops leaders and teams, promotes coaching and accountability, manages operational planning and budgets, and represents Product Support with customers and during pre-sales activities. The role is remote within West Coast US locations in PST or MST time zones and may require global travel of up to 20%.
Requirements
- 10+ years of progressive leadership experience in technical support, customer success, or customer-facing SaaS operations; CX technology experience is preferred.
- 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 such as chatbots, virtual assistants, and predictive analytics.
- Demonstrated ability to drive business outcomes through customer-first strategies and operational excellence.
- Skill in organizational change management and scaling processes across global, multicultural teams.
- Exceptional communication and executive presence, including 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 the ability to turn data and insights into action.
- Availability to provide coverage for the US Pacific team and, when needed for customer escalations or business needs, extended coverage into weekends.
- Ability to travel up to 20% globally.
Nice To Haves
- Experience in the Customer Experience (CX) technology space.
Responsibilities
- Provide input into organizational planning, structure, budgets, and training.
- Establish and evolve KPIs and build high-performing teams using Behavioral Based Coaching practices.
- Design and implement improvement programs to address gaps identified through KPI measures.
- Lead a global Product Support organization and foster customer obsession, accountability, and continuous improvement.
- Develop and execute a support strategy aligned with business objectives, customer value realization, and outcome-driven support models.
- Ensure reliable and responsive delivery of mission-critical CX solutions.
- Use AI, digital, and self-service solutions to transform support, improve efficiency, and enable proactive resolution.
- Partner with Product, Engineering, and Customer Success so customer feedback informs innovation and platform improvements.
- Build scalable processes, tools, and performance metrics that measure customer experience and business outcomes.
- Lead change across global teams and adapt support models to evolving customer and market needs.
- Represent Product Support in customer escalations, executive briefings, pre-sales discussions, industry forums, and RFP responses.
- Recruit, develop, and retain talent while fostering coaching, empowerment, and growth.
- Manage budgets, forecasting, and resource planning.
- Participate in and represent Product Support during pre-sales cycles.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities.
- Development and career growth opportunities.
- Open Time Off and 10 paid holidays.
- 401(k) matching program.
- Adoption assistance.
- Fertility treatments.
- Paid volunteer time.
- August Free Fridays.
- Well-being resources and regionally tailored programs for employees and their families.
- Education support and learning programs.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
