Principal Product Manager - Supervisor AI, Quality Management and Customer Survey

Genesys Cloud Services • Toronto, Ontario, Canada • 16h ago

Principal Product Manager - Supervisor AI, Quality Management and Customer Survey

Apply locations Toronto (Flexible) Ontario, Canada time type Full time posted on Posted 11 Days Ago job requisition id JR107683

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.

We're seeking a highly motivated, results-oriented Principal Product Manager to lead strategic initiatives across Quality Management , Customer Survey , and our next-generation AI capabilities for supervisors, including Virtual Supervisor and Supervisor Copilot.

Quality Management and Customer Survey are essential tools for contact centers to evaluate agent performance, gather actionable feedback, and continuously improve service delivery. Building on this foundation, Virtual Supervisor---recently introduced by Genesys---is the first AI-powered solution designed to fully automate and orchestrate both agent performance management and CX optimization. It leverages large language models (LLMs) and the vast data within Genesys Cloud to deliver end-to-end automation across evaluations, coaching, operations, and experience improvement.

In this role, you'll collaborate closely with customers, engineers, designers, and fellow product managers to define strategy, shape the roadmap, and deliver innovative, AI-powered solutions that enhance the supervisor and agent experience. The ideal candidate brings deep expertise in cloud-based technologies, a strong background in product management, and a track record of leading complex, impactful initiatives.

Key Responsibilities:

Product Strategy \& Roadmap: Define and execute the product strategy and roadmap for Supervisor AI, Quality Management, and Customer Survey solutions.
Cross-Functional Collaboration: Collaborate with teams across engineering, design, sales, and marketing to define and prioritize features, ensuring successful product delivery.
Market Research \& Customer Feedback: Partner with customers, internal stakeholders, and field teams to gather insights, validate needs, and prioritize high-impact features.
Subject Matter Expertise: Champion the customer and supervisor experience, ensuring that solutions are intuitive, scalable, and aligned with business outcomes.
Product Lifecycle Management: Lead the product lifecycle from concept to launch, ensuring timely delivery of high-quality features that align with business goals and customer expectations.

Qualifications:

8 years of product management experience, with a strong technical focus, including experience in cloud-based enterprise software.
2 years of experience with Contact Center operation concepts and solutions.
Proven ability to define and deliver complex product solutions with cross-functional teams.
Deep understanding of customer experience, employee experience, or contact center operations.
Experience with AI/ML technologies, preferably in a SaaS or enterprise environment.
Strong analytical skills and ability to use data to inform product decisions and measure success.
Excellent communication and stakeholder management skills, with the ability to influence at all levels.
Bachelor's degree in computer science, engineering, or a related technical field; MBA or advanced degree is a plus.

Why Genesys?

At Genesys, you'll be part of a global team that's transforming the customer and employee experience through innovation and empathy. We're at the forefront of AI and cloud technology, helping businesses around the world create deeper connections with their customers and more fulfilling work for their employees.

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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 **@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.