Technical Manager, Product Support
Core
Manage the Global Product Support team for Genesys Cloud, ensuring adequate training, performance, and efficient allocation of resources to support enterprise customers.
Role type
Senior Manager, Product Support
Builds
Customer support operations and team performance for Genesys Cloud
Domain
Enterprise AI-powered customer experience orchestration
Deliverable
client delivery
Required skills
Team leadership, performance management, process improvement, strategic thinking, operational planning, conflict resolution, behavioral coaching
Preferred skills
Fluency in Spanish, experience with AI platforms
Technologies
Genesys Cloud
Responsibilities
Manage team assignments and scheduling, provide coaching and performance reviews, oversee work allocation and status, implement continuous performance processes, escalate and resolve complex customer issues, support hiring and onboarding
Seniority
Senior, hands-on IC manager
