Implementation Manager (Managed Services)

| Remote
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LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.  

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.


You will thrive here if: 

You can operate in a fast paced, dynamic environment

You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)

You believe data-led decision making is the norm

You see feedback or failure as motivation to learn and to grow 

You relate to our core principles and want to work with experts in their respective fields

The Solution Delivery Lead is responsible for defining and driving implementation plans for client accounts to leverage LivePerson products and solutions. The role is fully remote in the region indicated in the job posting.

The key areas of responsibility for this role are as follows:

  • Program management
      • Account planning - you collaborate with Account team and clients to define transformation roadmaps for the client’s goals. 
      • Product expertise - you are a subject matter expert on the LivePerson product suite and solutions and know how to use them to meet the client’s objectives.  This includes understanding conversational AI as well as agent-facing solutions that increase their efficiency.
      • Relationship management – you are client-facing and develop trusted relationships to help drive implementation with client’s internal teams.
      • Contracts - you collaborate with Account Managers on contracts and statements of work for both existing and prospective customers and labor partners.
  • Implementation management
    • Prioritization - you are relentless about prioritizing what projects or tasks are most important based on what criteria are important for the account at the time.
    • Project management – you ensure that all aspects of scope, time, quality and cost are achieved, including requesting and managing resources, and defining/communicating milestones, timelines, and progress to key stakeholders.

  • Performance management and optimization
    • Reporting - you understand how numbers impact the business and client’s KPIs.  You’ll be responsible for entry point optimization and knowing automation metrics, and understand how technology can impact agent operations metrics.
    • Insights and analysis - you drill down into reports and data to define hypotheses on why numbers are trending, and direct analysis goals. 
    • Action - you interpret analysis to prioritize the next actions to take as part of implementation management.

  • Partner management
    • You will work closely with Partners on agent operations, conversation design, development, bot optimization and other functions to execute on projects.  
    • Resource allocation - you track resource capacity and usage, making sure that our Partners resources are used as efficiently as possible.

You should have proven experience in:

  • A consultative approach to implementation.
  • Promoting the value proposition for complex SaaS products, features and solutions.
  • Leading a software development project from a program management perspective (not writing code), with chat bot delivery as a major advantage.
  • Communicating effectively with both technical and non-technical individuals.
  • Leveraging messaging and automation technologies, including an understanding of Natural Language Understanding technologies such as DialogFlow.

Preferred Skills:

  • 4+ years experience in consumer or enterprise software is preferred; SaaS is preferred.
  • Leveraging technology to invent, automate, improve, and scale.
  • Proven ability to meet deadlines, multitask, and prioritize workload.
  • Operational and technical understanding of Contact Center environments and software.

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

#LI-Remote 

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
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What are LivePerson Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Paid industry certifications
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