Senior Manager Operations

About this role

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, nd 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.


The Senior Manager, 24/7 Operations,
will be a significant contributor to the success of LivePerson Global Support. This leader will be responsible for our complete 24/7 operation, overseeing a global team to ensure operational continuity and service excellence around the clock. Key responsibilities will include strategic staffing, performance monitoring, incident management, and continuous process improvement to ensure robust, uninterrupted service for our customers.


Key collaboration in this role will be with the different Support, Engineering, and Production teams, as well as external stakeholders of our Top Accounts.


In This Role, You Will

• You will provide pivotal leadership for our round-the-clock operations. Your core schedule will be during US business hours, serving as the key point of contact and strategic anchor for our global, shift-based team.
• Stay up-to-date on industry trends and best practices; you will help drive and define the technical support strategy.
• Manage resources effectively to ensure that 24/7 support operations are run i...