Operations Excellence Manager

Location: USA 

Remote Status: Fully Remote (#LI-Remote)

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

Position Overview

The Operations Excellence Manager has clear, demonstrated expertise in contact center environments and how to optimize the performance of contact center agent operations.

Working alongside Customer Success Managers, Strategic Account Managers, and Technical Program Managers, you will design, evaluate, and enhance operational processes related to operational delivery in Conversational operations specifically contact center environments that have deployed or are deploying LivePerson solutions (including messaging, voice, and email). You will standardize processes for new customer segments, forecast the expected results of process changes, analyze implemented changes, and make further adjustments or recommendations to workflow, schedules, or other processes as required. The single most important outcome you will be responsible for is driving measurable efficiency and effectiveness improvements within our clients' operational environments. Reporting to the Senior Director of Operations Excellence you will be working alongside the Customer Success Organization.

You Will: Key Responsibilities & Impact

This section details the primary day-to-day responsibilities and, crucially, the tangible impact the person in this role is expected to have.

Operational Optimization & Process Design:

• 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.

Customer & Program Alignment:

• 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.

Compliance, Training & Support:

• 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.

Technical and Strategic Input:

• 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.

Execution & Travel:

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

You Have: Required Skills & Qualifications

This section outlines the non-negotiable requirements for the role.

Professional Experience & Education

• BA/BS degree or equivalent practical experience.
• Strong Operational knowledge of contact center and associated KPIs/SLAs (This is a must).
• Experience working closely with your team in an ever-changing, rapid growth environment with tight deadlines.

Technical Expertise & Acumen

• Digital and Business Acumen along with critical thinking skills by using data to quickly establish high-value priorities and develop a plan to close gaps.
• Proficiency in Google Workspace (preferred) or MS Suite (Excel, PowerPoi