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…