[Remote] Operations Excellence Manager at LivePerson

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Conversational AI, Customer Service, Contact CentersIndustries

Requirements

BA/BS degree or equivalent practical experience
Strong operational knowledge of contact center and associated KPIs/SLAs

Responsibilities

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

Skills

Key technologies and capabilities for this role

Contact Center OperationsProcess OptimizationOperational ExcellenceEfficiency AnalysisProcess DesignProductivity EnhancementWorkflow ManagementSchedulingConversational AIData Analytics

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is fully remote.

What is the salary range for the Operations Excellence Manager role?

This information is not specified in the job description.

What expertise is required for this role?

The role requires clear, demonstrated expertise in contact center environments and optimizing contact center agent operations.

Who will I be working with in this role?

You will work alongside Customer Success Managers, Strategic Account Managers, Technical Program Managers, and report to the Senior Director of Operations Excellence within the Customer Success Organization.

What makes a strong candidate for this position?

A strong candidate has demonstrated expertise in contact center operations optimization, experience conducting efficiency studies, designing process workflows, and aligning with cross-functional teams like CSMs, SAMs, and TPMs.

LivePerson

Digital customer engagement and communication tools

About LivePerson

LivePerson provides businesses with tools to engage with their customers through digital channels. Their main product, LiveEngage, facilitates real-time interactions via live chat, messaging, and AI-driven bots across various platforms like websites, mobile apps, and social media. LivePerson's subscription-based model allows clients to access a suite of tools, including APIs and SDKs, to manage customer interactions and analyze performance. Unlike competitors, LivePerson focuses on enhancing customer experience with features like "click to message" and "click to chat," which enable direct communication from digital platforms. The company's goal is to improve customer service and engagement for businesses, ultimately leading to increased sales and satisfaction.

New York City, New YorkHeadquarters

1995Year Founded

$40.5MTotal Funding

IPOCompany Stage

Data & Analytics, Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

Family Planning Benefits

Fertility Treatment Support

Professional Development Budget

Tuition Reimbursement

Wellness Program

Mental Health Support

Flexible Work Hours

Remote Work Options

Employee Stock Purchase Plan

Risks

Emerging AI platforms could erode LivePerson's market share with competitive pricing.

Rapid AI advancements may require significant R&D investment to maintain competitiveness.

Data privacy concerns and regulatory changes could impact LivePerson's operations.

Differentiation

LivePerson's Conversational Cloud platform offers seamless AI-driven customer engagement solutions.

The company partners with industry leaders like Telnyx to enhance real-time communication.

LivePerson's subscription-based model ensures a steady revenue stream from diverse industries.

Upsides

Increased adoption of AI-driven solutions boosts LivePerson's market presence.

Recognition in Inc.'s 2024 Power Partner Awards enhances LivePerson's B2B reputation.

Partnerships with companies like Capitec expand LivePerson's customer service capabilities.

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