Full-Time

Principal Product Manager

Contact Center Metrics

Confirmed live in the last 24 hours

Genesys

Genesys

11-50 employees

Consulting
Enterprise Software
AI & Machine Learning

Compensation Overview

$180k - $334.4kAnnually

+ Commission + Performance-based bonus

Senior, Expert

Pennsylvania, USA + 8 more

More locations: Florida, USA | Durham, NC, USA | Georgia, USA | Virginia, USA | New York, NY, USA | Massachusetts, USA | North Carolina, USA | Indiana, USA

Flexible office arrangement.

Category
Product Management
Product Analytics
Product
Required Skills
Product Management
Data Analysis

You match the following Genesys's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 8+ years of experience in product management, business analysis, or a related role, with a strong focus on contact center operations, metrics, and analytics.
  • Contact center experience is required, ideally with digital platforms and a deep understanding of customer engagement complexities. Or experience in data and analytics within support, professional services, reporting consulting.
  • Proven ability to design, manage, and scale metrics frameworks with a focus on accuracy and business relevance.
  • Strong strategic thinking, collaboration, and communication skills.
  • Passion for helping businesses achieve meaningful results through data-driven insights.
Responsibilities
  • Develop and manage an abstracted metrics layer that adapts to evolving technologies while ensuring accuracy and completeness.
  • Organize metrics to reflect real-world contact center scenarios, including operational KPIs and customer-centric measurements.
  • Assess how digital channels and AI copilots impact metrics, integrating them into frameworks that address modern business needs.
  • Go beyond transactional reporting with forward-looking insights that drive decision-making.
  • Help customers understand the ROI of their investments and identify areas for operational improvement.
  • Deliver actionable insights that enable optimization across channels and business units.
  • Partner with engineering, analytics, and product teams to align metrics with customer and business goals.
  • Gather feedback to refine solutions and ensure alignment with real-world challenges.

Company Stage

Debt Financing

Total Funding

$50.7M

Headquarters

Pleasanton, California

Founded

2000

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-4%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for AI solutions boosts Genesys's market potential.
  • Growing interest in cloud solutions aligns with Genesys's offerings.
  • Rising importance of omnichannel strategies supports Genesys's technology adoption.

What critics are saying

  • Competition from expanding companies like Sabio Group threatens Genesys's market position.
  • Rapid digital transformation may outpace Genesys's innovation capabilities.
  • Reliance on partners like Foehn poses risks if partners change strategies.

What makes Genesys unique

  • Genesys offers AI-driven customer experience solutions, aligning with post-pandemic digital transformation.
  • The company provides cloud-based contact center solutions, meeting growing market demand.
  • Genesys supports omnichannel customer engagement, enhancing customer interaction across multiple platforms.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Telehealth coverage

Flexible Work Hours

Unlimited Paid Time Off

Paid Holidays

401(k) Company Match

Adoption Assistance

Fertility Treatment Support