Senior Director - North America PMO

LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.

 

Overview:

Reporting to the VP, Technology Services, the Senior Director of NA PMO will lead several strategic and transformational programs that encompass operational leadership responsibilities across internal and partner-led programs, as well as ownership of critical financial outcomes. You will have ownership of the North America Project and Program management Office (PMO).

 

You will:

• Be instrumental in ongoing process development and improvements that create efficiency and scale within the Project Management Office.  Define the project management process, standards, deliverables and operational cadence necessary to ensure consistent project execution. 
• Team management:
  • Manage and balance managers and project managers workload and assignments.  Ensure development, including appropriate training, as part of a comprehensive development plan. 
• Resource Allocation:
  • Identify all delivery resource needs and request resources in line with plan requirements.  Management of utilization and capacity to develop plans/models for hiring needs.
• Track progress on all project plans and ensure PM’s keep all stakeholders informed of progress and issues.
• Manage project scope and deliverables through a structured change management process to ensure customer expectations are met, while driving revenue objectives.
• Work with the Client and the LivePerson teams to resolve service delivery issues.  Support PM’s as an escalation point to help mitigate and manage any Client issues during onboarding and implementation. 
• Manage P/L and revenue recognition forecasts, including partner spend, whilst meeting material quarterly and annual one-time revenue targets for LivePerson.
• Manage budget planning cycles, resource modeling, dependency mapping and reporting for North America. 
• Maintain a reference guide for partner managed services support including Automation-as-a-Service and messaging/voice agent labor by region, cost, capability and language support that accelerates our LP 360 efforts.
• Help in the evaluation and selection of a set of partners to serve the SMB and mid-market segment of prospects and clients with implementation and managed services offerings to better unlock this market opportunity for the company and improve on key metrics for this segment (GRR, NRR, CSAT).
• Act as a conduit between pre-sales, sales, post-sale and partners for costings and services, while providing scalable systems that support ongoing success.
• Support the commercialization of North America services offerings to expand our delivery capabilities and/or augment the LivePerson solution (i.e. native voice platform integrations).

 

 

You have:

• 12+ years of professional related experience
• Prior experience in a Project Management Leadership role - consulting practice preferred
  • 10+ years Project Management Experience
  • 5+ years in a leadership Client Services role
• Experience influencing and leading cross-functional teams in an environment of competing interests and limited resources
• A distinctive blend of business, technical, financial and communication skills 
• Strong business acumen and experience working in a high growth, fast-paced, multi-product environment
• Experience with program management and implementation in a SaaS environment
• Success with managing multiple projects at once
• Excellent oral and written communication skills
• Collaborate with cross-functional leadership to ensure successful execution and delivery of customer programs and projects
• Communicate timelines to Leadership and overall portfolio of project management

 

Benefits:

The salary range for this role will be between $180,000 to $230,000. Final compensation will be determined by a variety of factors, including your locatio