Senior Director, North America Technology Services

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:

As the Senior Director of North America Technology Services at LivePerson, you will oversee the North America Technology Services group, which includes the design, build, and run service organizations. Your role involves crafting team structures, deploying technology solutions, and developing processes to ensure peak performance. Additionally, you will spearhead the success of our technology implementations, enhancements, and continuous optimizations.

You will: 

• Optimize the NA services operations and GTM motions to accelerate our customers' deployment times and reduce overall time to value.
• Manage metrics that measure the services organization's effectiveness in deploying our time to value and ensure our customers reach value realization.
• Lead a team of professionals in areas including AI strategy, conversation design, bot development, QA, AI tuning, and analytics.
• Manage pre-sales technical due diligence, end-to-end technology implementation, optimization, and analytics.
• Serve as the NA escalation point for customers regarding technology services.
• Engage with customer stakeholders of enterprise brands to align technology services with their business goals, laying out transformation strategies and driving execution through iterative product development.
• Drive innovation through collaboration with product teams, executing proof-of-concepts, and adopting new product features early.
• Manage performance across all NA accounts using OKRs and KPIs in partnership with Account Management.
• Handle resource allocation, staff planning, third-party partner management, and team scaling.
• Implement continuous improvements in pre-sale scoping, technical implementation, and optimization processes.
• Partner with Managed Services Operations to integrate human agent insights, enhancing customer experiences and reducing labor costs.
• Develop and implement scalable processes and structures to prepare for growth, leading change initiatives and process improvements.
• Recruit, develop, and retain top-tier industry talent, establishing strong and trusted relationships across LivePerson.

You have:

• Proven executive with 12+ years of experience leading high-performing technical and services delivery teams.
• Experience presenting to and delivering for C-suite executives, preferably in a conversational AI or technical SaaS environment.
• Demonstrable experience in scaling and optimizing Technology Services in growing environments.
• Strong technical expertise, including experience with software development processes like Agile, and familiarity with data management, analytics, AI, voice technologies and bot development.
• Excellent verbal and written communication skills.
• Bachelor's degree.

Benefits: 

The salary range for this role will be between $200,000 to $230,000 and commission split is 80/20. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• 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 and access to internal professional development resources.
• Additional: 24/7 access to profe