Senior Technical Program Manager

 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 and 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.  

Overview:

In this role, you are responsible for setting a high bar throughout the AI software development and deployment lifecycle, including design, development, documentation, testing, and operations. You will collaborate closely with the senior management, product managers, scientists, software developers, as well as numerous internal and external partners and stakeholders. The right candidate is self-directed, capable of working independently leading a team of 50+ people in ambiguous environments to define deliverables, shape outcomes, and lead teams toward successful results. The candidate must be able to thrive in a flat, fast-moving environment that relies on lightweight processes to deliver a huge impact.

You will have end to end ownership - from defining the strategy, working with engineering to build the solution, and measuring metrics to monitoring progress across the entire LivePerson AI Bots & Automation team. You will provide direct visibility to senior leadership on all aspects of your programs on a regular cadence.

You will: 

In this role you will engage with an experienced cross-disciplinary staff to conceive, design and deliver innovative Conversational AI products:

• Lead several engineering teams for LivePerson's AI Bots & Automation department.  Manage business and technical requirements, design, be responsible for the overall coordination, quality, productivity and will be the primary point of contact for world-wide stakeholders of programs and goals that you lead.
• Work with key stakeholders in product management and executive teams to define strategy and requirements. Be responsible and accountable for the product vision and product roadmap. You will work together with the product managers, corresponding team leads, and senior management to craft the product vision, mission, tenets, and roadmap for each team
• Work closely with centralized cloud platform  and engineering teams to perform migration of Bot services from on-prem to GCP environment
• Track service levels (SLA) and schedule adherence, and ensure the individual stakeholder teams meet and exceed their performance targets.
• Communicate regularly with senior management on status, risks, and change control
• Work with remote teams to deliver supporting software and services in sync with launch timelines
• Develop and report performance and operational metrics for your teams.
• Collaborate and support team members to achieve the OKRs
• Work together with cross regional teams in the US, India, Israel, Poland and Ukraine to coordinate and deliver engineering products.
• Coordinate product deployments and releases management cycles, working with the field, CSMs, account teams and brands in all 3 regions (EMEA, NA and APAC)

You have:

• Master/Bachelors in Computer Science / Engineering or equivalent professional experience
• 7+ years of relevant work experience in technical program/project management leading cross-team programs
• 7+ years of experience defining projects, collecting requirements, writing detailed functional specifications, coordinating efforts to scope, schedule, and deploy new features sets
• Experience managing projects across cross-functional teams, building sustainable processes, and coordinating release schedules
• Experience analyzing cost/benefit of feature selection
• Experience with distributed system applications 
• Having knowledge on the Generative AI, Large language models and AI space would be an added advantage to this role.
• Being customer-obsessed 
• Strong communication, writing, and organizational skills
• Last but not least, be somebody who enjoys working with multiple teams and multiple stakeholders, is customer-centric, and feels strongly about building good software as well as making software achieve its operational goals.

Benefits:  

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Equal opportunity employer
• #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.