Technical Manager, Product Support

Genesys•Colorado Springs, TX

1d•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. At Genesys, we’re transforming the customer experience landscape with empathy, AI innovation, and global impact. The Technical Manager, Genesys Cloud Product Support, provides strategic and operational leadership to a global team that delivers world-class technical support to our customers. In this role, you will lead and develop a high-performing team focused on delivering exceptional service, operational excellence, and continuous improvement. You will collaborate with global leaders to enhance support strategies, maintain strong customer relationships, and uphold Genesys’ reputation for innovation and reliability. Location: Fully remote within US with ability to work daily in MST/PST time zone

Requirements

Bachelor’s degree in a relevant field, or equivalent combination of education and experience.
8+ years of experience managing customer-facing, technical support or engineering teams in a fast-paced environment.
Proven leadership and team management skills with the ability to motivate and develop high-performing teams.
Excellent verbal and written communication, presentation, and interpersonal skills.
Demonstrated strategic thinking and problem-solving ability.
Strong organizational and decision-making skills with a focus on accountability and results.

Nice To Haves

5+ years of direct supervisory or management experience within a global organization.
Experience defining, measuring, and reporting operational performance metrics.
Proven ability to identify and implement continuous process improvements.
High emotional intelligence (EQ) and strong interpersonal awareness.
Skilled in navigating complex organizational structures and managing through ambiguity.
Experience building trusted relationships across departments and influencing outcomes.
Demonstrated ability to lead effectively in high-pressure situations while maintaining team cohesion.

Responsibilities

Provide oversight and leadership to the Genesys Cloud Product Support team, ensuring high performance and professional growth.
Learn and understand team members’ needs to help them succeed through coaching and ongoing development.
Evaluate existing practices, identify opportunities for process improvement, and implement validated changes to drive efficiency.
Manage daily operations, including work allocation, team focus, and productivity oversight.
Maintain a strong technical understanding of Genesys Cloud products to provide escalation support and customer engagement when needed.
Oversee team administration activities, including performance reviews, hiring, and onboarding.
Monitor and manage team performance against key performance indicators (KPIs).
Partner with global leadership to deliver on Genesys Cloud Product Support goals and objectives.
Establish and evolve KPIs to measure team effectiveness and customer satisfaction.
Apply Behavioral Based Coaching best practices to build high-performing, engaged teams.
Ensure all team members are adequately trained and maintain technical proficiency across Genesys Cloud solutions.
Foster innovation and creativity to improve processes and elevate the customer support experience.