Senior Product Manager, Digital Transformation & AI

The Senior Product Manager, Digital Transformation & AI is responsible for defining strategy, roadmap, and execution for voice, chat, and AI-powered servicing capabilities that support Client Care Transformation initiatives. This individual serves as the product lead for a portfolio of Digital and AI solutions for Managed Services, working closely with Technology, Operations, and Business stakeholders to deliver scalable client servicing experiences.

This role owns product direction and delivery across multiple workstreams, driving prioritization, stakeholder alignment, dependency management, and value realization. The Senior Product Manager is expected to operate with significant autonomy, influence executives and cross-functional partners, and provide mentorship and guidance as needed to less experienced Product Managers on the team.

Responsibilities

Product Strategy & Ownership

• Own product strategy, roadmap, prioritization, and execution for Genesys Cloud voice and chat capabilities.
• Define and evolve the vision for AI-powered client servicing, including GenAI, Agent Assist (enhancements to the support agent environment), conversational AI, automation, and agentic workflow capabilities.
• Partner with Technology teams to define technical approaches, architecture considerations, APIs, integrations, and implementation strategies.
• Establish business requirements, feature specifications, user stories, acceptance criteria, and success metrics.
• Evaluate emerging technologies and identify opportunities to improve client experience, agent productivity, operational efficiency, and value realization.
• Drive data-informed prioritization decisions based on business outcomes, client needs, operational metrics, and strategic objectives.
• Serve as the product authority for capabilities throughout the product lifecycle.

Product Delivery & Thought Leadership

• Lead end-to-end delivery of Digital & AI capabilities supporting Managed Services initiatives.
• Drive discovery, evaluation, and prioritization of high-value voice and chat use cases.
• Manage product roadmaps, delivery plans, risks, dependencies, trade-offs, and release readiness activities.
• Partner with Operations, Platform Excellence, Technology, CRM, and Support teams to ensure successful solution deployment and adoption.
• Define and monitor KPIs, adoption metrics, operational impact, and value realization outcomes.
• Develop executive-ready communications and materials to convey product strategy, roadmap progress, risks, and business outcomes.
• Act as a trusted advisor to business and technology stakeholders, exhibiting Genesys Cloud expertise and modern service delivery point-of-view.
• Influence product direction and investment decisions through business cases, data, and customer insights.
• Promote product management excellence and help establish repeatable processes, frameworks, and best practices on the team.

This role is a Hybrid position to be located in our Austin, TX office location. Visa requires 3 days in office in which can be aligned with the hiring manager as to these expectations.


Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Strong understanding of contact center technologies, telephony platforms, IVR, conversational AI, agent assist solutions, and omni-channel servicing experiences, including Genesys Cloud.
• Proven experience delivering large-scale AI-powered solutions including GenAI, workflow automation, virtual assistants, intelligent routing, or agentic AI capabilities.
• Demonstrated success influencing cross-functional stakeholders without direct authority.
• Strong analytical and problem-solving skills with a focus on measurable business outcomes and value realization.
• Exceptional communication, storytelling, and executive presentation skills.
• Experience managing complex technology dependencies, APIs, integrations, and enterprise-scale platform modernization efforts.
• Ability to balance strategic thinking with hands-on product execution.

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 6+ years of product management experience, preferably within payments, financial services, client servicing, contact center technology, or digital transformation domains.
• Expertise in payments and B2C support operations (telephony and chat focus) strongly preferred.
• Strong understanding of contact center technologies, telephony platforms, IVR, conversational AI, agent assist solutions, and omni-channel servicing experiences, including Genesys Cloud.
• Proven experience delivering large-scale AI-powered solutions including GenAI, workflow automation, virtual assistants, intelligent routing, or agentic AI capabilities.
• Demonstrated success influencing cross-functional stakeholders without direct authority.
• Strong analytical and problem-solving skills with a focus on measurable business outcomes and value realization.
• Exceptional communication, storytelling, and executive presentation skills.
• Experience managing complex technology dependencies, APIs, integrations, and enterprise-scale platform modernization efforts.
• Ability to balance strategic thinking with hands-on product execution.

Information for US Applicants

For roles located in the US, the estimated salary range for this position is $153,500.00 to $ 245,900.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Work Hours

Varies upon the needs of the department.

Travel Requirements

This position requires travel 5-10% of the time.

Mental/Physical Requirements

This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color religion, sex, national origin, sexual orientation, gender identity, disability or protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.