Product Manager, Customer Education
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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.
Job Title: Product Manager, Customer Education
Department & Team: Product Management, Education
Reports to: Janette Rickels
Location: United Kingdom - Virtual Office
Summary
Genesys Education is looking for an experienced Product Manager to lead the strategy, planning, and lifecycle of a technical education portfolio that helps customers, partners, and employees maximize the value of the Genesys Cloud platform.
As a Product Manager, you will identify customer learning needs, define portfolio priorities, and translate business objectives into education products that drive product adoption and customer success. You will work closely with Product Management and key stakeholders across the organization to ensure the education portfolio evolves alongside the platform and supports changing customer and business needs.
The ideal candidate is strategic, customer-focused, analytical, and collaborative. They are comfortable making data-driven decisions, balancing competing priorities, influencing without direct authority, and leading initiatives from concept through delivery. They enjoy solving complex business challenges and continuously improving the customer learning experience.
Role Objectives
Define and execute the strategy for an assigned education portfolio, aligning learning investments with customer needs, product direction, and business priorities.
Analyze customer feedback, learner data, market trends, product roadmaps, and business objectives to identify opportunities for new or enhanced education offerings.
Develop and maintain a portfolio roadmap that supports customer adoption, product success, and organizational goals.
Translate strategic priorities into actionable education initiatives and clear product requirements.
Establish and maintain strong relationships with Product Management, cross-functional teams and key stakeholders to ensure education priorities remain aligned with evolving business needs.
Guide portfolio decisions throughout the education product lifecycle, balancing customer value, business impact, and available resources.
Key Responsibilities
Own the strategy and lifecycle management of an assigned education portfolio, from concept through launch, maintenance, and retirement.
Evaluate customer needs, business priorities, product direction, and portfolio performance to recommend new learning products, enhancements, and lifecycle decisions.
Define education product requirements and priorities across multiple learning modalities, including instructor-led training, eLearning, labs, workshops, videos, microlearning, and supporting resources.
Partner with instructional designers, content developers, subject matter experts, and key stakeholders to deliver engaging, accurate, and effective learning experiences.
Develop business cases, portfolio strategies, roadmaps, and executive presentations that communicate priorities, recommendations, risks, and outcomes.
Support product launches by ensuring education offerings are aligned with release priorities and customer enablement goals.
Monitor portfolio performance using learner feedback, adoption metrics, and business data to identify opportunities for continuous improvement.
Communicate portfolio strategy, roadmap updates, product changes, and education initiatives across the organization.
Champion scalable processes and modern tools, including AI-enabled capabilities, to improve portfolio management, planning, and operational efficiency.
Regularly assess the education portfolio to ensure learning products remain relevant, effective, and aligned with customer and business objectives.
Minimum Requirements
5+ years of experience in product management, portfolio management, learning product management, or a related discipline within a technology, software, telecommunications, or education environment.
Demonstrated success managing education products or portfolios throughout the product lifecycle.
Experience developing strategic roadmaps and balancing multiple priorities across a diverse portfolio.
Strong analytical and problem-solving skills with the ability to use data to drive decisions.
Proven ability to influence cross-functional stakeholders and build collaborative working relationships.
Excellent written, verbal, presentation, and communication skills.
Ability to quickly understand complex products and translate that knowledge into customer-focused education strategies.
Experience working in fast-paced, cross-functional environments.
Bachelor's degree or equivalent experience.
Ability to travel up to 10%, as needed.
Preferred Qualifications
Experience managing customer education, enablement, certification, or learning portfolios.
Experience working with enterprise SaaS products or technical education programs.
Familiarity with AI-enabled tools that improve planning, content development, or operational efficiency.
Experience supporting customer adoption through education and enablement initiatives.
Working at Genesys
- AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.
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