Senior Manager Operations

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

The Senior Manager, 24/7 Operations, will be a significant contributor to the success of LivePerson Global Support. This leader will be responsible for our complete 24/7 operation, overseeing a global team to ensure operational continuity and service excellence around the clock. Key responsibilities will include strategic staffing, performance monitoring, incident management, and continuous process improvement to ensure robust, uninterrupted service for our customers.

Key collaboration in this role will be with the different Support, Engineering, and Production teams, as well as external stakeholders of our Top Accounts. 

In this role, you will:

• You will provide pivotal leadership for our round-the-clock operations. Your core schedule will be during US business hours, serving as the key point of contact and strategic anchor for our global, shift-based team.
• Stay up-to-date on industry trends and best practices; you will help drive and define the technical support strategy.
• Manage resources effectively to ensure that 24/7 support operations are run in an efficient and cost-effective manner.
• Provide strong leadership and direction to a global team operating in a continuous, round-the-clock environment, serving as a mentor and coach to team members.
• Develop and maintain quality metrics and standards for the team, including identifying challenges and opportunities for improvement.
• Demonstrate a comprehensive understanding of company products and technologies, and proactively identify opportunities for continuous professional development to enhance team capabilities.
• Oversee incident management and manage the communication and escalation of strategic customer issues, ensuring a successful resolution path.
• Be a strong voice for our customers within LivePerson, representing their needs, feedback, and requests in various forums.
• Define and analyze operational data and metrics to identify trends and patterns, providing actionable feedback to the team and senior management.
• Drive continuous improvement by identifying opportunities to automate processes, enhance tools, and streamline workflows to increase operational efficiency.
• Collaborate cross-functionally with senior leaders from Engineering, Product, and other teams to implement operational improvements and ensure a world-class customer experience.
• Support onboarding and create a growth path for new team members.
• Conduct regular 1:1s with team members to provide constructive feedback and foster skills development.
• Maintain a high level of employee satisfaction and develop career opportunities for team members.
• Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.

Skills and Abilities 

• Strong leadership and people management skills, including experience in developing and coaching team members and growing new leaders.
• Must be customer-centric, highly empathetic to customer problems, and dedicated to teamwork and collaboration.
• Strong leadership skills with the ability to prioritize and execute effectively to drive success in a high-pressure environment.
• Proven ability to act rapidly and logically under pressure and make effective use of others in overcoming challenges.
• A highly motivated individual with a positive and proactive attitude, and a willingness to make changes to improve operational efficiency through innovation.
• Critical thinking skills and a growth mindset are essential.
• Ability to successfully navigate ambiguity and adapt to new and dynamic environments with enthusiasm.
• Ability to interact and partner effectively with all levels of management, both internally and within customer organizations
• Flexibility to work beyond regular hours as required from time to time.

Education and Experience:

• B.A. or B.Sc. in a related field, preferably a Computer Science or Engineering major, or equivalent combination of education and experience.
• Minimum 10 years of customer-facing experience, with 7 years at a SaaS, CCaaS company, or a related industry/field.
• 5-8 years in a management role, managing teams of technical support or operations engineers.

Benefits:  

• Health: medical, dental, and vision
• Time away: 28 vacation days + 5 additional care days
• Development: Generous tuition reimbursement and access to internal professional development resources. 
• Additional: Food Vouchers.
• Multisport card
• MacBook device
• #LI-Remote

Why you’ll love working here:

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. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require 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.  This 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 recruiting-lp@liveperson.com