Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
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.
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 Global Product Support. The goal of the role is to consistently provide the best experience for our employees, customers, and support partners.

In this role, the primary responsibilities will include (but are not limited to):

• 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.

Qualifications:

• BS/MS/BA or equivalent.
• Excellent verbal/written communication, presentation, and interpersonal skills. Demonstrated ability to interact with internal and external customers.
• Both English and German language fluency 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.

Competencies:

• 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.

About Genesys:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility. Visit www.genesys.com.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics

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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase

• 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