Senior Director - Access Control

Genesys•Boston, MA

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. Senior Director, Product Management – Access Control Genesys is the hub where innovators come together to shape the future of customer experience. We believe in limitless possibilities through AI-enabled Experience Orchestration — helping organizations deliver personalized, connected experiences at global scale. As a global leader in AI powered cloud CX, Genesys fosters a culture where imagination meets impact. Here, your ideas power the platform that connects millions of customers every day. As Senior Director, Product Management – Access Control, you will define and lead the vision for the access control capabilities that make the Genesys Cloud platform secure, scalable, and intelligent. Reporting to the VP of Product Management, you will own a portfolio spanning access control, user management and segmentation. Your mission is to deliver products that abstract complexity, enable confident administration, and build customer trust through resilient and compliant access models. You will have a strong focus on change management and be passionate about delivering best in class experiences. The ideal candidate is an authentic communicator with a comprehensive ability to influence resources to expand thinking and facilitate strategic alignment.

Requirements

10+ years of product management experience, with proven success leading SaaS or CCaaS platform initiatives.
Demonstrated expertise & technical knowledge in access control, user lifecycle management and identity frameworks.
Track record of building and executing product strategies that balance usability, compliance, and scalability.
Strong experience managing ambiguity and influencing global, cross-functional teams beyond direct authority.
Exceptional executive communication skills with the ability to articulate complex technical strategies to both technical and business audiences.
Big-picture thinker with the ability to dive into details to drive execution excellence.
Experience working with large-scale customer platforms, ideally in contact center, CX, or workflow orchestration domains.
Bachelor’s degree required; MBA or equivalent advanced degree preferred.

Responsibilities

Strategic Leadership Define and champion a unified product vision and roadmap for Platform Access Control — covering access control, user management and data segmentation
Develop and execute a customer-centric strategy that drives platform adoption, scalability, and security.
Establish measurable success metrics and KPIs to track platform performance, governance, and customer impact.
Partner with across the organization to align access control and identity capabilities with Genesys’ global trust and privacy standards.
Execution & Delivery Lead cross-functional delivery using Agile and Design Thinking principles to turn vision into tangible platform outcomes.
Strong organizational skills. Experience working as a part of cross functional project teams with proven experience delivering results across product, engineering, user experience, design and research teams
Oversee telemetry, analytics, and engagement insights to continuously improve user experience and adoption.
Ensure the platform foundations deliver extensibility and reliability for internal and external developers and administrators.
Stakeholder Engagement Serve as an executive advocate for platform access control and identity strategy, aligning cross-product and business priorities.
Manage regular communications at executive level on roll out & adoption across the platform
Implement and drive governance across teams to ensure consistent adoption and use of platform foundation capabilities
Build strong relationships with enterprise customers to understand needs and guide the evolution of platform capabilities.
Present platform vision and progress at internal, customer, and industry events; represent Genesys as a thought leader in secure platform innovation.
Foster a culture of innovation, accountability, and customer empathy across your teams.