New

Principal Product Manager, Email

Genesys Cloud Services, Inc.
$150,200.00 - $278,800.00
vision insurance, paid holidays, 401(k), remote work
United States, Delaware, Wilmington
Apr 15, 2025
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Reimagine Email for the Modern Contact Center! 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. What You'll Do As the Principal Product Manager for Email, you will: Discover the real problems: 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. Think beyond incremental improvements: We don't just want to make email more efficient-we want to fundamentally reshape how it fits into a modern, AI-powered contact center. What if agents never had to draft the same response twice? What if GenAI could anticipate customer needs before they even email? Own the vision and strategy: Define a compelling strategy for AI-enhanced, automated email workflows that radically reduce agent effort without negatively impacting customer experience. Partner deeply with research, design and engineering: Work alongside world-class researchers, designers and engineers to create seamless, agent-friendly experiences that drive measurable efficiency, and customer satisfaction gains and achieve desired outcomes. Measure what matters: Define success through clear, impact-driven metrics-agent efficiency, resolution speed, deflection rates, customer satisfaction, and more. Lead with influence: Align key stakeholders across the company, from AI/ML teams to GTM leaders, ensuring that our email innovation aligns with Genesys' broader vision for intelligent customer engagement. What Makes You a Strong Fit You might be a great fit for this role if you: Have deep customer discovery skills - You're obsessed with getting to the root of real problems. You listen beyond what customers say to understand what they truly need. Think big, but execute fast - You know that small, strategic experiments can validate big bets. You embrace continuous discovery and delivery. Understand GenAI and automation - You don't need to be a data scientist, but you understand how LLMs, AI summarization, auto-replies, and intelligent routing can be applied to reduce agent effort and improve CX. Love designing for scaled impact - You don't just optimize for one customer; you think about how solutions can scale across thousands of organizations, making every agent smarter, faster, and more effective. Have shipped complex products - You've led end-to-end product development on technical, high-impact features in SaaS, CX, or enterprise software. Are an incredible storyteller - You can clearly articulate the "why" behind what you're building and inspire teams to rally behind a vision. Why Join Us? This is a rare opportunity to fundamentally reshape email within one of the world's leading CXaaS platforms. You'll work with a team of world-class designers, engineers, AI experts, and product leaders to define the future of how millions of agents and customers communicate over email. If you're passionate about using AI, automation, and modern product thinking to eliminate friction, simplify work, and create seamless customer experiences, we'd love to hear from you. Let's build the future of email together! Required Qualifications: 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. Preferred Qualifications: 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.). Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $150,200.00 - $278,800.00 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 More details about our company benefits can be found at the following link:https://mygenesysbenefits.com If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visitwww.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting. This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response. Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.