25 Dec
Genesys
Toronto
Staff Product Manager - Workforce Management Scheduling and Employee Flexibility
Apply locations: Toronto, Canada Ontario, Canada
Time type: Full time
Posted on: Posted 30+ Days Ago
Job requisition id: JR105570
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale.
Position Overview
As the Staff Product Manager for Workforce Management Scheduling and Employee Flexibility at Genesys,
you will drive the strategic vision, development, and execution of our WFM scheduling capabilities within the Genesys suite. You will leverage your experience in workforce management, particularly in contact center scheduling, to lead product innovation and enhance the user experience. Collaborating with cross-functional teams—including engineering, design, data science, and customer success—you will ensure our solutions meet evolving market demands and exceed customer expectations.
Key Responsibilities
1. Product Strategy & Roadmap: Develop and own the product strategy and roadmap for Workforce Management Scheduling, ensuring it aligns with company objectives, market trends, and customer needs.
2. Cross-Functional Collaboration: Collaborate with engineering, design, sales, and marketing teams to define and prioritize features, ensuring smooth product delivery and integration with workforce optimization solutions.
3. Market Research & Customer Feedback: Conduct market research and gather customer feedback to identify opportunities for innovation and product improvement,
ensuring the product evolves to meet customer needs.
4. Go-to-Market Strategy: Partner with sales and marketing teams to create and execute effective go-to-market strategies and product messaging, driving successful product positioning and market adoption.
5. Subject Matter Expertise: Serve as a subject matter expert on Workforce Management Scheduling, representing the product to customers, partners, and internal stakeholders. Stay informed on industry trends and emerging technologies.
6. Product Lifecycle Management: Lead the product lifecycle from concept through launch, ensuring timely delivery of high-quality features that align with business goals and customer expectations.
Qualifications Required:
- 3+ years of experience with Workforce Management Scheduling concepts and solutions, including an understanding of scheduling algorithms, forecasting,
and workforce optimization in contact centers or similar industries.
- 7+ years of product management experience, with a focus on software or systems development.
- Bachelor’s degree in computer science, engineering, or a related technical field.
- Ability to translate complex technical requirements and customer insights into actionable product features and strategic initiatives.
- Strong analytical and problem-solving skills with expertise in data-driven decision-making.
- Hands-on experience with Agile methodologies and managing the full product development lifecycle, from concept to release.
- Proven leadership and collaboration skills with the ability to influence senior stakeholders and work effectively with both technical and non-technical teams.
- Excellent communication and presentation skills,
with the ability to explain technical concepts to diverse audiences.
Preferred:
- Experience with cloud-based workforce management solutions.
- Familiarity with emerging trends in workforce optimization technologies and scheduling solutions.
Why Join Us?
- Comprehensive Medical Coverage: Supplemental to Canada government benefits, ensuring enhanced healthcare for you and your family.
- Retirement Savings Plan: Generous company contributions to help secure your financial future.
- Paid Time Off: Competitive vacation and personal time off policies to support work-life balance.
- Flexible Work Arrangements: Options for remote work and flexible schedules.
- Learning and Development: Opportunities for continuous learning and career growth.
- Parental Leave: Paid leave for new parents to support family needs.
- Wellness Programs and Employee Assistance:
Initiatives promoting physical and mental well-being, including access to confidential counseling services.
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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale.
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 **@genesys.com.
Genesys is an equal opportunity employer committed to equity in the workplace.
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