Director of Product Management – Virtual Agent
| Company | Genesys |
|---|---|
| Location | Jackson Township, NJ, USA, Waterbury, CT, USA, Georgia, USA, Virginia, USA, New York, NY, USA, Maryland, USA, Massachusetts, USA, North Carolina, USA, Indiana, USA |
| Salary | $158700 – $311400 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- 10+ years of product management experience in technology or software-based companies.
- Demonstrated success in leading the development and execution of AI-driven products or customer service solutions.
- Proven ability to apply design thinking to solve complex problems, with a customer-first mindset.
- Experience in driving product lifecycle management, from concept and ideation through market launch and ongoing improvement.
- Strong leadership and management experience, especially in cross-functional environments where collaboration across teams is key.
- Comprehensive understanding of AI technologies, including Generative AI, Large Language Models (LLMs), and their application in virtual agent and self-service platforms.
Responsibilities
- Lead the product vision, strategy, and execution for the Virtual Agent platform, from ideation to launch.
- Define and implement a forward-looking product roadmap aligned with business goals and industry trends.
- Champion design thinking methodologies to ensure customer-centered innovation and seamless user experiences.
- Oversee the development and enhancement of self-service AI technologies, including Generative AI and Large Language Models (LLMs), to meet evolving customer needs.
- Engage with key customers directly, focusing on building and maintaining lighthouse and referenceable accounts to showcase success stories and serve as a benchmark for future product iterations.
- Identify and resolve adoption issues, ensuring the successful deployment and ongoing use of the Virtual Agent platform.
- Serve as a subject matter expert in customer briefing sessions, providing deep insight into product vision, strategy, and value proposition.
- Collaborate with engineering, design, marketing, and customer success teams to deliver best-in-class solutions.
- Lead cross-functional teams, ensuring alignment across departments to achieve product success.
- Engage with stakeholders at all levels to advocate for the product vision and ensure its successful integration with existing and new technologies.
- Continuously iterate on product design and delivery processes based on user feedback, industry trends, and business needs.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Business, or a related field. MBA or advanced degree preferred.
- Strong knowledge of AI-driven customer service platforms and virtual agent technologies.
- Proven leadership in guiding product development and market execution.
- Ability to adapt to a fast-changing environment and anticipate future market needs.
- Experience with cloud-based platforms and technologies like Genesys Cloud is highly desirable.