Location: USA, EST 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
We are looking for a Senior Product Manager – Consumer Experience to join the LivePerson Product team and lead the strategy and execution for our Consumer Experience Platform, with ownership of our first-party customer engagement channels, including the Web Messaging Window and In-App Mobile SDKs. This is a highly strategic product area responsible for delivering intuitive, personalized, intelligent, and secure conversational experiences that enable millions of consumers to seamlessly engage with enterprise brands across digital channels.
As the Senior Product Manager for Consumer Experience, you will define the vision for customer-facing conversational experiences, AI-assisted engagement, and extensible platform capabilities that power modern digital customer interactions. Working closely with Engineering, Design, AI, Customer Success, and enterprise customers, you will transform complex customer journeys into seamless digital experiences that improve engagement, customer satisfaction, business outcomes, and AI adoption.
You Will: Key Responsibilities & Impact
- Product Strategy: Develop and articulate a compelling product vision and strategy for the Consumer Experience, ensuring alignment with LivePerson's overall business objectives and AI-first platform strategy.
- Feature Prioritization: Define, evaluate, and prioritize features based on customer feedback, market insights, usability research, business objectives, and product analytics, with a focus on consumer engagement, digital journey optimization, accessibility, AI-powered interactions, and conversion.
- Roadmap Planning: Create and maintain a comprehensive product roadmap covering consumer experience on web and mobile, AI-assisted workflows, and extensibility capabilities.
- Cross-Functional Collaboration: Partner closely with Engineering, UX Design, AI/ML, Infrastructure, Customer Success, Sales, Solution Engineering, and Platform teams to deliver scalable, secure, performant, and intuitive customer experiences across first-party digital channels.
- Consumer Experience & Engagement: Champion user-centered design principles to simplify customer journeys, reduce interaction friction, improve accessibility, increase engagement, drive successful self-service, and create delightful conversational experiences across web and mobile platforms.Customer Research: Engage directly with enterprise customers, digital product teams, mobile teams, developers, UX researchers, and end users to understand customer journeys, pain points, engagement challenges, and emerging needs, translating insights into product opportunities.
- Market Analysis: Continuously monitor industry trends in conversational AI, customer engagement platforms, messaging technologies, digital experience platforms, mobile SDKs, web technologies, accessibility, customer identity, and competitive offerings to inform product strategy.
- Go-to-Market Strategy: Collaborate with Marketing, Sales, Customer Success, and Solution Engineering to successfully launch new Consumer Experience capabilities, drive customer adoption, maximize platform usage, and communicate product value.Performance Tracking: Define and monitor key product metrics such as Consumer Engagement, Conversation Initiation Rate, Conversion Rate, completion rates, customer satisfaction, resolution times, AI feature adoption, and operational efficiency to guide product decisions.
- Thought Leadership: Stay current with advancements in AI-powered customer engagement, conversational interfaces, mobile technologies, web platforms, accessibility standards, identity management, developer platforms, and modern SaaS product design to drive innovation across the Consumer Experience.
You Have: Required Skills & Qualifications
- Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred).
- 5+ years of Product Management experience with a proven track record of delivering enterprise SaaS products or platforms.
- Experience building customer-facing digital products across web applications, mobile applications, messaging platforms, mobile SDKs, or consumer engagement platforms.
- Experience working closely with UX designers to build intuitive, accessible, and user-centric consumer experiences.
- Proven ability to define product strategy, prioritize initiatives, and execute roadmaps in fast-paced Agile environments.
- Strong analytical skills with experience using qualitative and quantitative data to drive product decisions.
- Excellent communication, stakeholder management, and leadership skills with the ability to influence cross-functional teams.
- Experience engaging directly with enterprise customers to understand digital customer journeys, engagement strategies, and business objectives.
- Strong technical aptitude with experience working alongside engineering teams building scalable consumer-facing platforms.
- Passion for AI, customer experience, enterprise digital engagement, and solving complex business problems through thoughtful product design.
The salary range for this role will be between $130,000 - $145,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications.
Our Benefits & Perks
We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.
🏥 Health & Wellbeing
- Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.
Wellness Resources: Access to wellbeing resources and programs including our EAP plan.Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.
💰 Financial Security & Growth
- 401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution)
HSA & FSA Plans: To help you plan for health related expenses on a pre-tax basis
- Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
- Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
- Development: Access to internal professional development resources.
👨👩👧👦 Time Away & Family Support
- Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
- Paid Public Holidays.
- Generous Parental Leave Policy: Including maternity/paternity support and fertility services.
💻 Workplace Flexibility
- Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.
Why You’ll Love Working Here
As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.
Belonging at LivePerson: Equal Opportunity Employer
We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.
Accessibility Commitment
LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.
Important Candidate Notice
The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.
Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com
