Product Management Senior Director

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Genesys is the hub where innovators come together to shape the future of customer experience. We believe in limitless possibilities through AI-enabled Experience Orchestration — helping organizations deliver personalized, connected experiences at global scale.

As a global leader in AI powered cloud CX, Genesys fosters a culture where imagination meets impact. Here, your ideas power the platform that connects millions of customers every day.

As Senior Director, Product Management – Identity & Access Management, you will define and lead the vision for the identity and access management capabilities that make the Genesys Cloud platform secure, scalable, and intelligent.

Reporting to the VP of Product Management, you will own a portfolio spanning authentication and identity, authorization and access control, and identity for Genesys Cloud Platform, including Human and AI agents. Your mission is to deliver products that abstract complexity, enable confident administration, and build customer trust through resilient and compliant access models.

As AI agents become part of how customers work, identity and access management is foundational to trust in the platform. You will lead a team of product leaders and partner closely with AI platform teams to ensure every human and agent action is properly identified, authorized, and auditable.

You will have a strong focus on change management, guiding customers through security-critical transitions, and be passionate about delivering best in class experiences. The ideal candidate is an authentic communicator with a proven ability to influence across product, engineering, security, and go-to-market teams to drive strategic alignment.  

• →Define and champion a unified product vision and roadmap for Identity & Access Management — covering authentication, identity and user lifecycle, authorization, and data segmentation
• →Develop and execute a customer-centric strategy that drives platform adoption, scalability, and security.
• →Establish measurable success metrics and KPIs to track platform performance, governance, and customer impact.
• →Partner with Security, Legal, Privacy, and Compliance across the organization to align access control and identity capabilities with Genesys’ global trust, privacy, and compliance standards.
• →Shape the evolution of the platform access model to support increasingly complex enterprise organizations, balancing flexibility with administrative simplicity.
• →Define how AI agents are identified, authorized, and governed on the platform, in partnership with AI platform teams.

• →Lead cross-functional delivery using Agile and Design Thinking principles to turn vision into tangible platform outcomes.

·       Track measurable adoption and security outcomes, and use telemetry and customer insights to continuously improve the administrator experience.

• →Ensure the platform foundations deliver extensibility and reliability for internal and external developers and administrators.
• →Partner with architecture and engineering to ensure access policies are enforced consistently across the platform.
• →Ensure administrators can audit and understand what users and agents did, and why.

• →Serve as an executive advocate for platform access control and identity strategy, aligning cross-product and business priorities.
• →Manage regular communications at executive level on roll out & adoption across the platform
• →Implement and drive governance across teams to ensure consistent adoption and use of platform foundation capabilities
• →Build strong relationships with enterprise customers to understand needs and guide the evolution of platform capabilities.
• →Turn enterprise customer needs into reusable platform capabilities.
• →Build partnerships across the identity ecosystem.
• →Partner with peer product leaders to define clear ownership and shared capabilities for identity, authorization, and audit.
• →Present platform vision and progress at internal, customer, and industry events; represent Genesys as a thought leader in secure platform innovation.
• →Foster a culture of innovation, accountability, and customer empathy across your teams.

• →Lead, coach, and grow a team of product leaders across identity and access management.
• →Set the team’s operating model, ownership boundaries, and planning cadence, and build the hiring plan as scope grows.

• 10+ years of product management experience, with proven success leading SaaS or CCaaS platform initiatives.
• 5+ years leading product management teams, including managing senior product managers or product leaders.
• Demonstrated expertise & technical knowledge in identity and access management, including OAuth 2.0/OIDC, SAML, SCIM, MFA, RBAC/ABAC, and multi-tenant authorization at enterprise scale.
• Familiarity with security and identity considerations for AI agents.
• Track record of building and executing product strategies that balance usability, compliance, and scalability.
• Strong experience managing ambiguity and influencing global, cross-functional teams beyond direct authority.
• Strong organizational skills, with proven experience delivering results across product, engineering, user experience, design, and research teams.
• Exceptional executive communication skills with the ability to articulate complex technical strategies to both technical and business audiences.
• Big-picture thinker with the ability to dive into details to drive execution excellence.
• Experience working with large-scale customer platforms, ideally in contact center, CX, or workflow orchestration domains.
• Experience with large enterprise customers that have complex organizational and regulatory requirements.
• Bachelor’s degree or equivalent experience required; MBA or equivalent advanced degree preferred.

• A modern, unified access and identity model adopted across Genesys Cloud services.
• A clear identity and authorization approach for AI agents, adopted across the platform.
• Reduced administrative complexity and faster onboarding for enterprise customers.
• Measurable improvements in security posture and administrator experience.
• A high-performing team motivated by innovation, impact, and customer-first outcomes.

At Genesys, you’ll lead with purpose and innovation — driving the technology that powers the world’s most advanced customer experiences. You’ll join a culture built on collaboration, curiosity, and trust, where your leadership defines the foundation of our next decade of growth.

Employee Referral

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

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Genesys is an equal opportunity employer committed to fairness 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.

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