Senior Manager Operations at LivePerson

Sofia, Sofia City Province, Bulgaria

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer SupportIndustries

Requirements

Strong leadership and people management skills, including experience in developing and coaching team members and growing new leaders
Customer-centric, highly empathetic to customer problems, and dedicated to teamwork and collaboration
Strong leadership skills with the ability to prioritize and execute

Responsibilities

Provide pivotal leadership for round-the-clock operations, with a core schedule during US business hours, serving as the key point of contact and strategic anchor for the global, shift-based team
Stay up-to-date on industry trends and best practices to help drive and define the technical support strategy
Manage resources effectively to ensure 24/7 support operations are run efficiently and cost-effectively
Provide strong leadership and direction to a global team 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 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

Key technologies and capabilities for this role

Operations ManagementTeam LeadershipStrategic StaffingPerformance MonitoringIncident ManagementProcess ImprovementTechnical Support

Questions & Answers

Common questions about this position

What is the work schedule for the Senior Manager, 24/7 Operations role?

The core schedule is during US business hours, while overseeing a global team that operates 24/7.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills and experiences are required for this role?

The role requires strong leadership to manage a global 24/7 team, expertise in incident management and performance monitoring, deep understanding of company products and technologies, and skills in data analysis and process improvement.

What is the company culture like at LivePerson?

LivePerson fosters an inclusive workplace culture that encourages meaningful connection, collaboration, innovation, asking questions, and continuously improving products and processes.

What makes a strong candidate for this Senior Manager Operations position?

Strong candidates will have experience leading global 24/7 operations teams, expertise in strategic staffing, incident management, and process improvement, plus the ability to collaborate across support, engineering, and customer teams while representing customer needs.

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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