Cloud Product Support Lead — AI-Driven Ops

Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Flexible work culture

Volunteer time off

Learning & development

Job summary

Genesys Cloud Product Support is seeking an experienced Technical Manager to lead the Global Product Support team, overseeing staffing, training, and performance. The role requires coordinating across time zones and ensuring KPI targets are met, while delivering excellent support experiences for customers and partners.

You will manage shift coverage for North American time zones, drive process improvements, and support hiring and onboarding for new team members, reporting to the Director of

Qualifications

• BS/MS/BA or equivalent.
• Excellent verbal/written communication, presentation, and interpersonal skills.
• 8+ years of relevant experience managing customer-facing, technical teams in a fast-paced environment.
• Strategic thinking and leadership; capacity to anticipate; ability to develop people.
• Strong leadership and team management ability.

Responsibilities

• Work a shift covering a North American timezone; manage team assignments and scheduling.
• Provide oversight and leadership to the team with coaching as warranted.
• Ensure teams are trained and well prepared for supporting Genesys Cloud customers.
• Evaluate current practices and propose improvements for efficiency.
• Handle escalation support and work directly with customers to resolve issues.
• Support hiring and onboarding of new team members; conduct performance reviews.
• Manage team performance to KPI targets and establish continuous performance standards.
• Collaborate with global leadership to deliver on goals and objectives.

Skills

Leadership

Strategic thinking

Team management

Communication

Interpersonal skills

Education

BS/MS/BA or equivalent

Job description

Genesys Cloud Product Support is seeking an experienced Technical Manager to lead the Global Product Support team, overseeing staffing, training, and performance. The role requires coordinating across time zones and ensuring KPI targets are met, while delivering excellent support experiences for customers and partners.

You will manage shift coverage for North American time zones, drive process improvements, and support hiring and onboarding for new team members, reporting to the Director of