Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Director, Product Management – Platform Language
We are a group of passionate product managers focused on delivering a world class platform as part of Genesys Cloud. As part of the core platform team, we are seeking a highly motivated and results-oriented Director to lead the evolution of localization and internationalization capabilities across our products.
Our vision is to deliver a seamless, inclusive, and intuitive multilingual experience for every user and customer, regardless of geography, native language, or dialect. We aim to build foundational language capabilities that scale globally, support regional compliance and accessibility requirements, and drive user engagement across all international markets.
As a Product Director, you will serve as the central point of ownership for the platform's language capabilities. You will work cross-functionally with engineering, UX, product, sales, and customer success teams to define the roadmap, drive execution, and continuously improve the way we support language across the product portfolio.
Key Responsibilities:
Own and drive the end-to-end product strategy for platform language capabilities, including localization, internationalization, and multilingual support
Serve as the central point of contact and subject matter expert across the organization for all language-related platform initiatives
Define and manage the language roadmap across the platform, prioritizing based on business impact, customer need, and technical feasibility
Design and improve multi-language support across platform workflows — including seamless switching between agents and customers in different languages
Define and monitor language quality metrics, ensuring translations are fit-for-purpose, culturally appropriate, and consistent across use cases
Maintain and improve language completeness across UI, voice, AI, and documentation surfaces
Establish benchmarks for language quality, performance, and adoption — including measurement frameworks, referenceability, and success criteria
Define and continuously improve the process and velocity for enabling new languages, across UI, static text assets (STA), and AI/LLM-driven experiences
Evaluate and incorporate regional localization requirements, including date/time formats, currency symbols, number formats, and address conventions
Serve as the primary point of contact for sales and customer success teams regarding language-related customer questions, escalations, and support
Drive analysis and competitive benchmarking (CI), identifying gaps and opportunities in comparison with competitors
Conduct market and regional research to assess language requirements and user expectations in new geographies
Explore and evaluate emerging language technologies, tools, and methodologies, including machine translation, LLMs, and hybrid models
Track and tag language capabilities against revenue and pipeline data to inform prioritization and market opportunities
Collaborate with reporting teams to improve language affinity tracking and visibility within product analytics
Investigate ways to scale localization and translation capacity, improving efficiency and throughput
Act in both a Product Manager and Project Manager capacity, ensuring alignment and execution across multiple internal stakeholders
Coordinate across product, engineering, UX and regional teams to align and integrate all language-related efforts consistently across the platform
Minimum Requirements:
Bachelor’s degree in computer science, Engineering, Linguistics, or related field
7+ years of product management experience or relevant technical role
Experience with localization/internationalization, multilingual UX, or regional product strategy
Familiarity with L10n/I18n frameworks, translation management systems, Unicode standards
Strong technical aptitude to collaborate closely with engineering
Excellent written and verbal communication skills
Proven ability to deliver cross-functional projects on time and with impact
Self-starter with strong analytical skills and attention to detail
Desirable Skills:
Experience supporting platform-scale localization for SaaS or enterprise products
Knowledge of accessibility standards and cultural nuances in UI/UX
Background working with vendors or teams focused on translation, natural language processing (NLP), or voice technologies
Passion for building inclusive, user-centered products for a global audience
Experience benchmarking and analyzing competitors' localization capabilities
Experience interacting with customers and partners
If a Genesys employee referred you, please use the link they sent you to apply.
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.
Reasonable Accommodations:
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