About the position
At Genesys, we believe the future of customer experience is effortless, intelligent, and scalable. The contact center is at the heart of every business, yet it often struggles with legacy workflows, inefficiencies, and high operational costs. We're looking for a Principal Product Manager to lead the next evolution of Email within Genesys Cloud CX, leveraging GenAI, automation, and deep customer discovery to transform how businesses interact through email. This is not just about making email 'better'-it's about rethinking how email fits into modern customer engagement. Can we eliminate, simplify, or automate large portions of the work involved in email interactions while maintaining (or even improving) customer satisfaction? That's the challenge you'll take on.
Responsibilities
- Engage deeply with customers and users to unearth the most critical pain points in email-based interactions.
- Identify high-effort, low-value work that should be eliminated, automated, or augmented.
- Define a compelling strategy for AI-enhanced, automated email workflows that radically reduce agent effort without negatively impacting customer experience.
- Work alongside world-class researchers, designers and engineers to create seamless, agent-friendly experiences.
- Define success through clear, impact-driven metrics such as agent efficiency, resolution speed, deflection rates, and customer satisfaction.
- Align key stakeholders across the company, ensuring that email innovation aligns with Genesys' broader vision for intelligent customer engagement.
Requirements
- 10+ years of experience in product management, with the majority in enterprise B2B SaaS.
- Proven success in building and scaling commercial, mission-critical applications that help enterprises with customer and/or employee engagement.
- Experience defining and aligning cross-functional teams on product vision, strategy, and roadmaps.
- Strong analytical skills with a track record of KPI ownership and hypothesis-driven, data-informed decision-making.
- Excellent communication and stakeholder management across technical and non-technical teams, including executive-level alignment.
- Ability to inspire collaboration across remote, cross-functional teams in a fast-paced, ambiguous environment.
- Deep understanding of user-centric design, continuous discovery practices, and iterative development cycles.
Nice-to-haves
- Experience building features that incorporate GenAI, LLM, NLP chat automation, or conversational UI.
- Background working with email protocols, email routing, and backend message orchestration systems.
- Passion for delivering intuitive and human-centric digital experiences, especially in enterprise-scale CX environments.
- Comfort working with research and design teams to validate product assumptions and inform product strategy.
- Prior experience leading innovation within digital messaging ecosystems (e.g., Email, SMS, Chat, WhatsApp, Apple Business Messenger, etc.).
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage.
- Flexible work schedules and work from home opportunities.
- Development and career growth opportunities.
- Open Time Off in addition to 10 paid holidays.
- 401(k) matching program.
- Adoption Assistance.
- Fertility treatments.
