Technical Manager, Product Support

Genesys

1d•Hybrid

About The Position

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. The Genesys Cloud Product Support Technical Manager is responsible for the work activities, skill development and administration of the Global Product Support team. Daily functions will include but are not limited to managing team assignments and scheduling, ensuring teams are adequately trained and well prepared for supporting our Genesys Cloud customers, provide coaching as warranted, work as part of a global team to ensure that key performance indicators are implemented and achieved. The Genesys Cloud Technical Manager will report to the Director of Genesys Cloud Product Support. The goal of the role is to consistently provide the best experience for our employees, customers, and support partners.

Requirements

BS/MS/BA or equivalent.
Excellent verbal/written communication, presentation, and interpersonal skills.
Demonstrated ability to interact with internal and external customers.
Fluency in both English and Portuguese is required.
8+ years of relevant experience managing customer-facing, technical teams in a fast-paced, dynamic environment;
Strategic thinking and leadership; capacity to anticipate; ability to develop people; Strong leadership and team management ability.
5 years of relevant Supervisor and/or Manager experience.
Works with specific measurable objectives requiring operational and planning skills, with minimal direct supervision.
Established procedural, systems and process knowledge at the execution and tactical level.
Effective in making timely decisions within their unit with sufficient latitude.
Translates the department's goals and objectives into defined metrics and delegates as required.
Manages and reports performance metrics (and related issues).
Looks for opportunities for continuous process improvements.
Accepts accountability for self and department.
Manages with EQ as a successfully demonstrated skill.
Designs and delivers communications that convey a clear understanding of the unique needs of different audiences.
Creates a climate where employees are motivated to do their best to meet their objectives.
Builds relationships within and outside their team to get work done at both the department and organization levels.
Maneuvers comfortably through complex processes, and people-related organizational dynamics.
Handles conflict situations effectively and efficiently with minimal work disruption.
Gains confidence and trust of others through honesty, integrity, and authenticity.
Steps up to address difficult issues, saying what needs to be said in an objective and solution-driven manner.
Demonstrates self-awareness and is open to feedback as a productive insight into personal strengths and weaknesses.
Takes action in building effective teams.
Steps up to lead and manage the team.

Nice To Haves

Spanish language skills are considered an asset.

Responsibilities

Provide oversight and leadership to the team.
Learn and understand the needs of team members and ensure that they are set up for success.
Evaluate current practices and propose improvements that will make the team more efficient.
Experimentation: Implement improvement ideas on a small scale to validate their effectiveness.
Daily oversight of staff to ensure the efficiency of work allocation, focus and status.
Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products.
Provide escalation support and be prepared to work directly with customers in finding a solution to their issues.
Provide team administration and performance reviews.
Support the hiring and on-boarding process for new team members.
Manage team performance to targeted key performance indicators.
Introduce and maintain continuous performance process and standards.
Work with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives.
Establish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices; Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud.
Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.