Senior Manager Digital Product Management, Workforce Optimization

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Senior Manager, Digital Product Management will lead a team of digital product manager and content management specialists responsible for identifying, describing, and prioritizing the feature backlog, ensuring that work is focused on key areas and that the most valuable features are delivered to end-users across Generac’s various business lines. As well as responsible for executing all changes in our Content management system. This role is responsible for partnering with the development team (IT) to develop and deliver exceptional digital user experiences.

Primary Purpose

The Senior Manager Digital Product Management, Workforce Optimization will lead a team of Product Owners driving innovation across service deflection, agent productivity, and technology enablement for our consumer-facing teams. This strategic role focuses on scaling intelligent solutions that improve both customer and agent experiences across pre- and post-sales in our residential business.

This role will lead the strategic implementation of Salesforce Manufacturing Cloud and AI-powered tools to optimize consumer touchpoints and support a seamless, efficient customer experience, and will oversee the ongoing management and enhancement of the Genesys phone system, ensuring it continues to deliver value and align with evolving business needs.

The Senior Manager Workforce Optimization is essential in developing a roadmap that empowers self-service, streamlines agent workflows, and advances our enterprise Help Center and knowledge management strategy. Partnering cross-functionally with Customer Experience, Operations, Technology, and Product teams, this role will drive transformative initiatives that reduce cost to serve, increase operational efficiency, and elevate the customer journey through smart, AI-first design.

Major Responsibilities Team Leadership & Strategy

Lead and develop a high-performing team of Product and Program Managers focused on service deflection, agent productivity, and consumer-facing technologies, fostering a culture of innovation, accountability, and continuous improvement.

Establish and execute a clear strategic roadmap for digital service tools, ensuring alignment with business goals, customer needs, and cross-functional priorities across Customer Experience, Contact Center, Technology, and Product teams.

Drive execution and delivery of key initiatives by setting goals, defining KPIs, and ensuring milestones are met to enhance customer experience, reduce cost to serve, and improve operational efficiency.

Champion a data-driven, customer-centric approach, using insights to guide investment decisions, prioritize enhancements, and build strong business cases.

Lead stakeholder communication and change management efforts to ensure adoption, scale, and sustained impact of new tools and processes.

Salesforce & AI Implementation

Lead the implementation and continuous enhancement of Salesforce and related technologies by developing strong business cases, defining minimum viable products (MVPs), and executing a crawl-walk-run strategy. Ensure solutions are scalable, aligned with evolving business needs, and positioned for long-term success.

Drive the strategic adoption of AI solutions, including generative AI, natural language processing (NLP), and virtual assistants to improve self-service capabilities, deflect contacts, and boost agent productivity.

Identify and implement opportunities for automation, intelligent workflows, and process efficiencies that reduce friction and elevate the customer experience.

Oversee the optimization of Salesforce Knowledge, which powers the company-wide Help Center, focusing on content structure, usability, and integration with self-service and agent workflows. Leverage AI and analytics to continuously improve Help Center effectiveness, search performance, and user experience as a key service deflection channel.

Performance & Analytics

Define and track KPIs for service deflection, AI engagement, agent productivity, and consumer satisfaction to measure impact and guide strategic decisions.

Leverage data and insights to refine strategy and optimize platform performance, partnering closely with the Workforce Optimization Director and Contact Center Director to build compelling business cases that clearly articulate the ROI of service-related investments.

Collaborate with cross-functional teams to develop dashboards, reporting frameworks, and analytics capabilities that support visibility, decision-making, and continuous improvement.

Conduct trend and performance analysis to identify areas of friction, uncover opportunities for automation, and inform prioritization of enhancements.

Ensure data integrity and consistency across systems to enable accurate performance measurement and actionable insights.

Minimum Job Requirements Education

Bachelor’s degree or equivalent experience

Work Experience

8 years of experience in digital product management, customer experience, or service technology roles.

5 years of experience in team leadership, with a focus on product owners, digital CX, or tech enablement.

Proven success implementing and optimizing enterprise platforms like Salesforce Service Cloud, Knowledge, and AI solutions at scale.

Knowledge / Skills / Abilities

Deep understanding of service deflection strategies, contact center operations, digital self-service design, and AI/automation trends.

Strong analytical skills with experience using data and KPIs to measure impact and guide product strategy, particularly around service deflection, agent productivity, and customer satisfaction.

Track record for leading cross-functional initiatives and delivering measurable business outcomes.

Passion for AI and emerging technologies, with the ability to translate technical capabilities into business value.

Exceptional communication, stakeholder management, and leadership skills.

Experience in Agile product development methodologies is a plus.

Preferred Job Requirements Education

MBA

Knowledge / Skills / Abilities

Experience in consumer-facing industries (e-commerce, retail, DTC, fintech, etc.).

Familiarity with tools like Zendesk, Intercom, or other customer support platforms.

AI certifications or hands-on experience with LLMs or virtual agents.

Salesforce certifications: Service Cloud Consultant or Administrator.

Experience working with or managing Genesys or similar contact center platforms

Exposure to BPO operations or vendor management in a contact center environment.

Hands-on experience with data visualization tools (e.g., Power BI, Tableau) for KPI reporting.

Physical Demands

: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”