Technical Program Manager II

LivePerson (NASDAQ:LPSN) is a leading customer engagement company, creating digital experiences powered by Curiously Human AI. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You'll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you're someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

Overview:

We are looking for a technical program manager (TPM) to oversee the planning, executing, and delivery of complex technical projects for LivePerson's largest brands. You will work closely with cross-functional teams to ensure that projects are completed on time, within budget and meet the defined goals and objectives. You will work with stakeholders to define project goals and objectives, develop project plans and schedules, allocate resources, and manage project risks and issues and with different teams within LivePerson to ensure that projects are completed effectively and efficiently. You will  play a critical role in ensuring that technical projects are successfully completed, helping LivePerson brands to achieve their business objectives and stay competitive in a rapidly changing technological landscape.

You will:

• Manage service deployments for LivePerson’s biggest customers
• Interact with internal, and external stakeholders often requiring judgment and organizational sensitivity
• Develop in-depth technical knowledge of architecture, systems design, infrastructure needs, and component design to support subsequent efforts with similar requirements
• Create and consolidate program timeline and communicate overall program health in a way that all levels of the organization can consume
• Ensure each team understands the overall objectives and timeline, and how their deliverables impact the overall program
• Present issues and risks formally to leadership and vertical tracks
• Work collaboratively and globally with cross-functional peers and senior leaders/stakeholders to program issues and drive mitigation plans
• Challenge organizational processes that do not contribute to value delivery, and illustrate better process alternatives 
• Demonstrate ability to interact, negotiate, and influence decisions across multiple tracks and executive leadership
• Establishes and implements processes that foster team collaboration, the exchange of diverse ideas, and transparency.
• Build and maintain integrated project schedules that account for internal/external dependencies, differing project management approaches, and numerous constraints.
• Build strong relationships with key customer stakeholders, executives and sponsors for all assigned brands
• Maintain detailed knowledge and record the details of the customer environment, architecture, and technical roadmap for the LP implementation and the ecosystem in which it operates
• Ensure proactive customer outreach on all levels for operational alignment, including changes, bug fixes, and enhancements.
• Oversee support, product and engineering deliverables according to SLAs and customer needs
• Facilitate customer’s business alignment with the LivePerson product roadmap from the technical side, encapsulating integrations through API’s and connectors.
• Lead regular operational and business reviews with the brands
• Actively participate in periodic internal account meetings and reviews, collaborating with the account executives, professional services, success management
• Build and drive wellness and special event readiness plans

You have:

• 4+ years of  Technical Program Management for a SaaS/CCaaS or web engagement company, supporting Fortune 500 customers
• Experience working with technical management teams to develop systems, solutions, and products
• Experience establishing work relationships across multi-disciplinary teams and multiple partners in different time zones
• Experience in driving business alignment across multiple teams and stakeholders
• Ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrently
• Experience with Salesforce, Smartsheets, Jira, and PowerBI
• Familiarity with cloud technologies and PaaS
• Ability to work under pressure and tight deadlines
• Proven track record of maintaining the  status of projects, coordinating project prioritization, and ROI analysis
• Experience with Account Management and build strong relationships with customers and stakeholders
• Ability to work flexible hours, including holidays, nights, and weekends as and when needed for crisis management of the top accounts 
• Discipline to conduct on-call duties as required by the business
• Available to travel to additional customer sites as required
• Bachelor's degree in the relevant field or equivalent experience
• PMP certification

Benefits:

The salary range for this role will be between $110,000 to $125,000. Final compensation will be determined by a variety of factors, including your location, and your experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. The compensation package also includes the following benefits, which may be updated from time to time:

• Health: medical, mental, dental, and vision
• Time away: PTO and holidays
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement, native AI learning
• Additional: 24/7 access to professional counselors, voluntary ins. coverage, exclusive perks and discounts

#LI-Remote

Why you'll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. At LivePerson, the option to work remotely has helped shape who we are today: a collective of innovators and industry leaders working toward the same vision. While we maintain hubs in NY and Seattle as well as WeWork locations across the globe, our employees choose the environments that work best for them from anywhere in North America.

Belonging at LivePerson:

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. 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 a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.