Principal, VoC Solutions Portfolio

Genesys•New York, NY

5d•Remote

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. 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. Genesys is seeking a VoC Solutions & Portfolio Principal for our Global Voice of the Customer Practice. This experienced and dynamic leader will own the design, evolution, and commercialization of our service offerings. Working across organizations and business groups, this role is responsible for shaping our VoC services and deliverables, defining go-to-market strategies, engaging with customers and our field teams to ensure effective scoping and delivery, and designing for scalable and consistently excellent results. You will serve as the connective tissue between practice strategy, insights leadership, and go-to-market execution. This role owns offer architecture, portfolio effectiveness, and GTM strategy—ensuring our services are clearly defined, differentiated, positioned for success, deliver high customer value, and achieve growth for the practice. Location: Fully remote within US You are a good fit for this role if You understand customer experience and are deeply motivated to improve it. You are results-oriented and naturally think in portfolios, while also caring for the real projects and outcomes it will deliver You enjoy defining offers and shaping value propositions to create value-driven solutions that colleagues and customers both understand and want. You understand how advisory services work at scale, and have a proven track record of successful go-to-market strategies and portfolio results. You are commercially minded and strategically grounded. You like building clarity where ambiguity exists. You are highly collaborative and comfortable driving results without direct ownership of sales and delivery resources.

Requirements

8–12+ years of experience in professional advisory services/consulting, portfolio management, product management, or solutions strategy roles.
Experience in CX, VoC, SaaS, or professional services environments within Contact Center settings.
Experience defining and commercializing service offerings.
Strong understanding of go-to-market strategy in B2B environments.
Demonstrated ability to translate strategy into structured offers and offers into delivered outcomes.
Experience analyzing portfolio performance and engagement economics.
Strong cross-functional influence and executive communication skills.

Responsibilities

Offer Design & Architecture Define and evolve VoC service offerings and the portfolio (e.g., VoC assessments, program design and optimization, ongoing advisory, activation programs). Establish deliverable scope/content, value propositions, resource competencies/expertise and role accountabilities, resource estimation and pricing, and growth planning. Standardize engagement models and packaging, defining delivery quality standards and ensuring alignment between advisory intent and delivery capability.
Portfolio Management Maintain and evolve the VoC services portfolio, responding to customer needs and market dynamics. Identify integration points, gaps, overlaps, and opportunities for new offers/solutions. Monitor portfolio performance and utilization trends. Track delivery model effectiveness and margin health. Proactively identify and action recommendations to improve effectiveness, scalability and profitability.
Go-To-Market Strategy Own the GTM strategy for the VoC Practice in partnership with practice and regional leadership. Define target segments, customer use cases and profiles, positioning, messaging, and differentiation. Partner with the Research & Insights leader to integrate thought leadership into GTM. Develop and support sales enablement and offer narratives, ensuring services align with needs and deliver the targeted outcomes and value for customers Define and launch new and evolved offerings.
Engagement & Delivery Model Governance Define standard engagement structures and pricing logic (in partnership with finance and leadership). Track how engagements are structured to identify variation and best practices, and proactively engage with the business on improvements. Identify opportunities to simplify, standardize, or modularize delivery.
Strategic Partnership & Practice Growth Partner closely with practice leadership and professional services to drive portfolio success and growth. Proactively identify opportunities to expand offerings based on customer needs and market signals. Understand how to best apply Genesys Cloud capabilities to achieve VoC excellence, and ensure alignment with platform partners (e.g., Genesys). Deliver and support executive briefings and market-facing positioning.