Program Manager, Field Insights

Build something new with a world-class team. At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do : their very best.

Your potential is waiting; why are you?

Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.

Genesys is currently seeking a highly skilled business analyst with an innovative mindset coupled with a passion for improving business outcomes.

As the Program Manager, Field Insights , you will play a pivotal role designing and driving initiatives supporting the Solutions Consulting organization and wider go-to-market (GTM) teams to streamline the voice of the field as we strengthen our relationships within the rest of the organization.

Serving as the pivotal "Voice of the Field," this position plays a critical role in extracting insights that shape our data-driven decisions that will impact how Genesys delivers unparalleled employee and customer experiences.

What you’ll do :

• Collect, analyze, and communicate emerging customer trends, including potential product gaps with Product Management.
• Conduct qualitative surveys and interviews on why we win in the field, and strengthen alignment and share feedback with Marketing.
• Align with Sales Enablement to help amplify how and why we won, and any other enablement gaps identified especially as they relate to product gaps / customer objections.
• Be the point-of-contact for the GTM / Assess Solution Fit component of the Experience Index initiative.
• Envision and monitor metrics / dashboards / reports to identify trends and track the impact of key initiatives.
• Transform raw feedback data into useful insights that provide a comprehensive understanding of customer perceptions.
• Execute ongoing research programs and iterate to improve outcomes.
• Collaborate with the product management and engineering teams to provide data-driven feedback on product enhancements, identify market trends, and contribute to product roadmap development.
• Stay up-to-date with industry trends, emerging technologies, and competitor offerings to maintain a competitive edge in the market.
• Provide the executive team with regular data-driven reporting and analysis on solutions consulting activities, metrics, and performance.

Qualifications :

• 7+ years of experience as a business analyst.
• 5+ years of experience supporting GTM teams.
• Bachelor's degree in a relevant technical field; advanced degree preferred.
• Strong understanding of CCaaS, Customer Experience, and Digital & AI domains.
• Excellent communication and data-driven storytelling skills, with the ability to convey technical concepts to both technical and non-technical audiences within Genesys.
• Collaborative mindset with the ability to work effectively across sales, product, and engineering teams.
• Proficiency in relevant software tools and technologies.

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 : $107,250.00 - $222,750.00.

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

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.

With Genesys, organizations have the power to deliver proactive, predictive, and hyper-personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

By transforming back-office technology to a modern revenue velocity engine, Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.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 complete the Reasonable Accommodations Form for assistance.

Please use the Candidate field in the dropdown menu to ensure a timely response. This form is designed to assist job seekers who seek reasonable accommodation for the application process.

Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Diversity Commitment :

Genesys is an equal opportunity employer committed to diversity 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 and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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