Operations Excellence Manager

Location: USA 

Remote Status: Fully Remote (#LI-Remote)

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

The Operations Excellence Manager has clear, demonstrated expertise in contact center environments and how to optimize the performance of contact center agent operations.

Working alongside Customer Success Managers, Strategic Account Managers, and Technical Program Managers, you will design, evaluate, and enhance operational processes related to operational delivery in Conversational operations specifically contact center environments that have deployed or are deploying LivePerson solutions (including messaging, voice, and email). You will standardize processes for new customer segments, forecast the expected results of process changes, analyze implemented changes, and make further adjustments or recommendations to workflow, schedules, or other processes as required. The single most important outcome you will be responsible for is driving measurable efficiency and effectiveness improvements within our clients' operational environments. Reporting to the Senior Director of Operations Excellence you will be working alongside the Customer Success Organization.

This section details the primary day-to-day responsibilities and, crucially, the tangible impact the person in this role is expected to have.

Operational Optimization & Process Design:

• Conduct efficiency and effectiveness studies for productivity enhancement and process improvement in contact center operations, and present findings to primary stakeholders or decision-makers on the customer side.
• Create and document process workflows for new customer offerings, outlining the impact on their contact center operations.
• Proactively identify and recommend improvements to workflow, schedules, or other processes based on analysis of implemented changes.

Customer & Program Alignment:

• Align with responsible Customer Success Managers (CSMs), Strategic Account Managers (SAMs), and Technical Program Managers (TPMs) to ensure internal programs are effective and compliant with current LivePerson processes and procedures.
• Assist in defining conversational strategy for new and existing customers, and lead efforts to define or refine adequate operational models.
• Act as the lead for any related company internal initiatives concerning Operations execution.

Compliance, Training & Support:

• Ensure processes remain up to date and compliant with the expected standard of execution, including regular analysis or audit and continued training as needed.
• Assist in preparing training materials for employees and customers regarding Operations execution.
• Assist in root cause analysis and corrective actions as necessary.

Technical and Strategic Input:

• Provide analytical inputs to multiple product owners on customer utilization, feedback, and enhancement requests to support development prioritization planning.
• Maintain technical competency and remain current in changes in technology and in the industry.

Execution & Travel:

• Ensure timely and accurate completion of duties, often managing competing priorities.
• Travel for work, up to 30% of the time, to meet business needs.

This section outlines the non-negotiable requirements for the role.

Professional Experience & Education

• BA/BS degree or equivalent practical experience.
• Strong Operational knowledge of contact center and associated KPIs/SLAs (This is a must).
• Experience working closely with your team in an ever-changing, rapid growth environment with tight deadlines.

Technical Expertise & Acumen

• Digital and Business Acumen along with critical thinking skills by using data to quickly establish high-value priorities and develop a plan to close gaps.
• Proficiency in Google Workspace (preferred) or MS Suite (Excel, PowerPoint, Word).
• Experience with the LivePerson platform or a similar solution is advantageous.
• Six Sigma certificate (Yellow or Green Belt) is a plus.

Attributes & Mindset

• Customer-Centric Mindset: Exceptional communication skills with a focus on delivering value to customers across channels (phone, web, and in person).
• Leadership skills to direct workflow and lead a team.
• Excellent verbal and written communication skills required.
• Ability to prioritize workload for self and team based on business need.
• Demonstrates agility and the ability to meet tight deadlines and make quick decisions in a very versatile environment.
• Strong organizational skills with attention to detail.

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

• Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.
• Wellness Resources: Access to wellbeing resources and programs.
• Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.

• 401(k) Retirement Plan: To help you plan for your financial future.
• Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
• Insurance: Basic life and Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability coverage.
• Development: Access to internal professional development resources

• Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
• Paid Public Holidays.
• Generous Parental Leave Policy: Including maternity support and fertility services.

• Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]