AI-Powered Cloud Product Support Lead

Genesys

Metro Manila

Hybrid

PHP 2,500,000 - 4,800,000

Full time

14 days+

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Benefits offered by this job

Reasonable accommodations

Job summary

Genesys is seeking a Cloud Product Support Technical Manager to lead a global team responsible for delivering high-quality support for the Genesys Cloud platform. You will coach staff, manage scheduling, and drive KPI achievement while ensuring strong technical proficiency across products.

The role emphasizes leadership, strategic thinking, and collaboration with global teams to deliver excellent customer outcomes.

Qualifications

Minimum 8+ years managing customer-facing, technical teams in a fast-paced environment.
Strong leadership and communication skills; able to develop people.
Experience delivering measurable KPI outcomes and continuous improvements.
Strategic thinker with proven ability to plan and execute at scale.

Responsibilities

Provide oversight and leadership to the team.
Learn and understand the needs of team members and set them up for success.
Evaluate current practices and propose improvements to increase efficiency.
Experiment with small-scale improvements to validate effectiveness.
Maintain daily oversight of staff to ensure efficient work allocation and status.
Gain and maintain broad knowledge of Genesys Cloud platform and products.
Provide escalation support and work with customers to resolve issues.
Assist in hiring and onboarding new team members.
Manage team performance to KPI targets.
Establish and evolve performance standards and KPIs.