• Provide oversight and leadership to the Genesys Cloud Product Support team, ensuring high performance and professional growth. • Learn and understand team members’ needs to help them succeed through coaching and ongoing development. • Evaluate existing practices, identify opportunities for process improvement, and implement validated changes to drive efficiency. • Manage daily operations, including work allocation, team focus, and productivity oversight. • Maintain a strong technical understanding of Genesys Cloud products to provide escalation support and customer engagement when needed. • Oversee team administration activities, including performance reviews, hiring, and onboarding. • Monitor and manage team performance against key performance indicators (KPIs). • Partner with global leadership to deliver on Genesys Cloud Product Support goals and objectives. • Establish and evolve KPIs to measure team effectiveness and customer satisfaction. • Apply Behavioral Based Coaching best practices to build high-performing, engaged teams. • Ensure all team members are adequately trained and maintain technical proficiency across Genesys Cloud solutions. • Foster innovation and creativity to improve processes and elevate the customer support experience.