Director, Partner Programs and Operations

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:

The Director of Partner Programs and Operations will be responsible for shaping and enhancing a world-class partner program while delivering exceptional partner experiences across their systems of engagement and action with LivePerson. This role demands a unique blend of strategic thinking, operational prowess, technical acumen, and the ability to foster and nurture key partner relationships. In essence, you will define the business relationship and drive the operational rhythm of our partnership efforts, ensuring alignment with our overarching company goals and vision.

You will: 

Partner Program

• Lead the evolution, development, and implementation of of LivePerson’s Partner Program
• Establish compelling business propositions for partners to deliver value across the customer lifecycle

Partner Onboarding and Integration:

• Lead the end-to-end onboarding process for new partners, including legal, security, finance and system setup
• Coordinate with internal teams to ensure successful integration of partner services.
• Operational Management:
• Manage day-to-day operations related to partner activities ie. partner deal registration
• Monitor performance metrics and KPIs to ensure partnership goals are met including compliance to training and certification requirements
• Lead QBR segment of the operational review
• Enforce use of LP systems such as Partner Portals rather than relying on informal channel of communications
• Promote the use of Community 
• Work closely with the finance team to ensure accurate partner billing and avoid payment delays
• Implement and operationalise Management rebates and SPIFF programs 
• Ownership and management of Partner Portal
• Work closely with the enablement team for Partner Training and ongoing Enablement
• Ensuring Salesforce hygiene for Partner Accounts and Opportunities
• Process Optimization:
• Document and outline end to end partner enablement process 
• Design and improve overall partner experience
• Continuous improvement in making it easier to do business with LivePerson
• Identify inefficiencies in partnership operations and implement improvements.
• Develop and maintain standard operating procedures (SOPs) for partner interactions.
• Cross-Functional Collaboration:
• Work closely with Sales, Marketing, Product, and Engineering teams to align partnership strategies.
• Serve as the primary point of contact for internal stakeholders regarding partner operations.
• Data Analysis and Reporting:
• Develop and oversee the performance metrics for partner operations, ensuring that objectives are met.
• Analyze partnership performance data to provide insights and recommendations.
• Prepare regular reports and presentations for senior management.
• Compliance and Risk Management:
• Ensure all partnership activities comply with company policies and industry regulations.
• Mitigate risks by conducting regular audits and assessments.
• Relationship Management:
• Foster strong relationships with partners to enhance collaboration.

You have:

• BS or BA degree, an MBA is a plus
• 10+ years experience with 5+ years working as a Director level in a similar role
• Strong understanding of enterprise architecture, technical complexities, and solution nuances.
• Exceptional communication and presentation skills, with the ability to convey technical concepts to both technical and non-technical audiences.
• Deep knowledge of automation, AI, and next-generation tec