Senior Product Manager, Genesys Cloud Mobile

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As a Senior Product Manager, you will bring your key team members, business acumen, and technical skills to the Genesys Cloud Digital and AI team. You will play a critical role in the definition, development, and delivery of strategic Genesys Cloud Digital solutions, with a specific focus on our Mobile Customer Engagement product plan. In this role, you will own features through all phases of product development with primary responsibilities on feature requirements definition, project planning, managing schedules, facilitating conflict resolution, identifying and communicating risk, increasing and managing a product roadmap, and coordinating tasks involving dependencies within cross-functional teams. You will add value by ensuring that the features delivered meet quality standards, resolve stated business problems, and are completed in a timely manner.

At Genesys, we deliver outstanding digital experiences across web and mobile, and we recently launched our new native Web Messenger, which provides delightful UX to the end-user through asynchronous messaging, while also making it easy to customize for Admin users. As part of this role, you will help expand the vision from web apps to native mobile apps, with a new embeddable Messenger that will expose our digital engagement capabilities to mobile users.

Key Responsibilities:

  • Support and guide a product roadmap for Digital Solutions, with a specific focus on the Mobile Engagement portfolio
  • Collaborate and define components of Genesys Cloud solutions, from both functional and business perspectives, with an extended focus on the following areas:
  • Omni-Channel Interactions
  • Chatbot and human-agent interaction
  • Asynchronous Messaging
  • Artificial Intelligence (AI) Persevered Digital Interactions
  • Customer Journey
  • Work with customers, vendors, user experience, and product organization teams to define product features
  • Define and implement requirements with supporting organizations, including product organization, user experience, marketing, sales, development, support, IT operations, finance, and legal
  • Provide visibility to feature status and escalates issues to the senior organization
  • Plan and track release milestones for feature releases
  • Identify needs, create, and deliver sales enablement training material
  • Collaborate with Product Marketing and cultivate product positioning and messaging initiatives
  • Create and deliver clear and concise customer-facing documentation outlining delivered solutions
  • Remove obstacles blocking or slowing down the teams
  • Guide multiple complex projects at one time
  • Develop and improve processes, communicate plans and achievements, and facilitate project meetings
  • BA/BS preferred
  • Experience in Cloud solutions, with an excellent background in product organization and cloud operations
  • 8+ years of experience working in a Product Manager capacity working on modern agile company software life cycle development
  • 3+ years of demonstrated track record and hands-on experience with mobile tech-stack for both iOS and Android
  • Basic knowledge of Mobile frameworks (for example, Swift, Kotlin)
  • Basic knowledge of Mobile App lifecycle and distribution (for example, CocoaPods, Carthage, Gradle)
  • Familiarity with UX Design Systems for Web and Mobile
  • Understanding API and Mobile developer documentation
  • Understanding of the Mobile app enthusiastic landscape and trends
  • Ability to prioritize issues effectively and meet tight deadlines when preferred
  • Ability to lead a high performing, cross-functional team
  • Ability to resolve conflict within a project team
  • Critical thinker with excellent problem-solving and problem-solving skills
  • Excellent project organization skills
  • Ability to multi-task, prioritize and be detail-oriented
  • Excellent communication skills, written and verbal
  • You are curious, collaborative, humble, and have empathy as a key trait.
  • You are passionate about, but with a collaborative attitude. “You don’t achieve unless your team wins”
  • You work--and inspire others to work--in a structured way to resolve customer problems and develop the solutions that deliver the biggest results with the least inefficiency
  • You are data-minded. You deeply understand how your products work and how to measure long-term impact through experimentation.
  • You have excellent interpersonal skills and are able to collaborate and improve consensus across different roles, organizational levels, and personalities
  • You are comfortable with ambiguity
  • You are a proactive and disciplined self-starter with an innate curiosity for learning and trying new things
  • You have experience making decisions based on quantitative data
  • You are organized and have a growth mindset
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