Global Lead, Customer Care

About Us:

Genesys® powers more than 25 billion of the world's best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry's #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via hhttp://www.genesys.com/ Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Global Lead, Customer Care The Global Lead, Customer Care is part of a dedicated team that is responsible for the technical analysis and resolution of complex issues reported by Genesys Customers and Partners who have licensed Enterprise Premise software or subscribed to Cloud services provided on the Genesys Customer Experience Platforms. This includes, but is not limited to, coordinating efforts between Customers, Partners, Customer Care, Professional Services, Genesys University, CTO, and other departments within Genesys as applicable. In this function, the qualified individual's responsibilities encompass delivery of the highest level of Customer Experience to the Genesys Customer and Partner Community, achievement of excellence in Net Promoter Score, development of and adherence to relevant Key Performance Indicators, and championing of a Customer First culture. This is a senior-level management position and requires prior experience in leading customer-facing technical professionals.

Responsibilities:

§ Run a highly-engaged organization that excels in Customer Experience, Employee Satisfaction, and Operational Efficiency

§ Provide strategic and operational direction to meet evolving customer needs and expectations; drive execution to achieve both short-term and long-term business objectives

§ Oversee, enable, and measure organizational effectiveness; identify opportunities for continuous improvement

§ Ensure high-performing talent is attracted, retained, and developed through ongoing training and coaching

§ Drive individual and team alignment with organizational priorities and goals; foster personal and shared accountability

§ Advise Executive Leadership on organizational planning, staffing and budgets

§ Provide Customer Care sponsorship in the context of strategic and critical customer engagements

§ Collaborate across customer lifecycle functions to ensure alignment in enhancing customer experiences; contribute customer insight and feedback

Requirements:

§ 10 years of relevant experience managing customer-facing technical teams in a fast-paced, dynamic environment

§ Must be knowledgeable about Customer Care Best Practices with demonstrated success in implementing innovative support delivery models

§ Highly motivated with strong commitment to ongoing best-in-class performance

§ Experience working with global teams and multi-national business cultures

§ Excellent written and verbal communication skills; ability to effectively communicate complex situations at all levels within and outside the organization

§ Long-term approach: strategic thinking and leadership; capacity to anticipate; ability to develop people

§ Negotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholders

§ Proficient at identifying areas for improvement in programs, processes, systems and tools with a proven record of follow through on implementation

§ Strong customer and partner focus and credibility; ability to engage at executive and C-level

§ Team builder: ability to attract and grow talent, inspire and motivate people, create a positive high-energy work environment; acknowledges and rewards individual and team excellence; fair and impartial

§ Resilience and perspective: ability to remain calm and operate effectively under stress

§ Ability to travel

§ BS in Computer Science, Engineering, or other relevant degree

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status and other protected characteristics.


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