Product Management Director, Conversational Engagement
About The Position
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. Role Overview: Own the end to end strategy and execution of Genesys’ conversational engagement portfolio, defining how global enterprises connect with customers across web, mobile, messaging, and social channels. This role shapes millions of customer interactions, driving improvements in digital adoption, AI utilization, and overall customer experience across the Genesys Cloud platform. At Genesys, we are advancing customer experience through AI and empathy, enabling organizations to deliver more human and efficient interactions at scale. You will partner with senior leaders across Product, Engineering, AI, and Go to Market teams to define the future of asynchronous, mobile first engagement while influencing platform direction and long term growth. You will translate market trends and customer needs into clear product strategies and roadmaps, driving innovation across messaging platforms and ensuring strong integration with AI powered orchestration. This is a high visibility leadership role with direct impact on enterprise growth, competitive positioning, and platform innovation, along with the opportunity to build and mentor a high performing product team.
Requirements
- 10+ years of product management experience in enterprise SaaS, CX, CRM, communications, or digital engagement platforms
- 5+ years leading product managers or product organizations in a matrixed environment
- Proven success delivering product strategies that drive measurable business outcomes
- Strong understanding of messaging, mobile, web, or social engagement technologies
- Experience partnering with Engineering and Design to deliver complex, scalable products
- Ability to influence executive stakeholders and align cross functional teams
- Excellent communication and strategic decision making skills
- Bachelor’s degree required
Nice To Haves
- Experience with CCaaS, CX platforms, or enterprise customer engagement ecosystems
- Experience building products for large scale, global enterprise deployments
- Background in pricing strategy, packaging, or portfolio management
- Familiarity with AI driven engagement and conversational AI
- Experience supporting enterprise migrations or transformation initiatives
Responsibilities
- Define and execute a multi year product strategy that drives messaging adoption, AI participation, and enterprise customer value
- Own the portfolio roadmap across messaging and social channels, aligning priorities to customer outcomes and business impact
- Design differentiated engagement experiences that improve intent resolution, reduce friction, and increase automation
- Identify market opportunities and competitive gaps to position Genesys as a leader in conversational engagement
- Partner with Engineering and Design to deliver scalable, high performance products for enterprise customers
- Drive cross functional alignment across Product, AI, Sales, Marketing, and Customer Success to ensure adoption and value realization
- Establish and monitor key metrics such as adoption, engagement, AI usage, and revenue contribution
- Lead pricing and packaging strategy to optimize monetization and market competitiveness
- Represent the portfolio in executive discussions, customer engagements, and analyst briefings
- Build and develop a high performing team of product managers
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
- paid volunteer time
- August Free Fridays
- well-being resources and regionally tailored programs for employees and their families
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What This Job Offers
Job Type
Full-time
Career Level
Director
