Product Support Manager

Manager, Product Support

The Product Support Manager will be responsible for the work activities, skill development and administration of the Genesys Cloud Product Support team based in Switzerland. Daily functions will include but are not limited to managing team assignments and scheduling, ensure teams are adequately trained and well prepared to support 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.

In the Product Support Manager role, the successful candidate will report to the Director, Product Support EMEA. The goal of the role is always to provide the best customer experience for our customers and partners.

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

• Provide oversight and leadership for the Product Support team.
• Manage the Product Support team in Switzerland to ensure 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, working directly with customers in finding solutions to their issues.
• Provide team administration and performance reviews.
• Support 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 Product Support to deliver on goals and objectives.
• Ensure team 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.
• Good verbal/written communication, presentation, and interpersonal skills. Demonstrated ability to interact with internal and external customers.
• At least 8 years of industry experience with 3+ years of hands-on management experience in leading customer facing support teams.
• Ability to develop and maintain excellent colleague and Genesys relationships.
• Strong leadership and team management ability.

Competencies:

• 5 years 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 decisions (including timely decisions) within their unit with sufficient latitude.
• Translates 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 minimum 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.
• Acts in building effective teams.
• Steps up to lead and manage team.

If a Genesys employee referred you, please use the link they sent you to apply.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, national origin, genetics, disability, military and veteran status, and other protected characteristics.