Operation Excellence Manager


New York, NY, USA


Nov 15

This job is no longer accepting applications.

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, 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


In this role you will:

  • The Operations Excellence Manager will design, evaluate and enhance operational processes as related to operational delivery in Conversational operations (Contact centre environments having deployed or being in the process of deploying messaging solution and products).
  • You will work with different functional areas across all the different business verticals. You will standardize processes for new customer segments, forecast expected results of process changes, analyze implemented changes and make further adjustments or recommendations to workflow, schedules or other processes as required. 
  • As the Operations Excellence Manager you will present findings and suggested improvements to incorporate change in the analyzed business processes. 
  • Assist to define conversational strategy for new and existing customers, lead efforts to define or refine adequate business models, provide business process and system support to the Operations and act as lead for any related company internal initiatives
  • Create and document process workflows for new customer offerings
  • Ensure processes remain up to date and compliant with expected standard of execution, including regular analysis or audit and continued training as needed
  • Assist in preparing training materials for employee and customers in regard to Operations execution
  • Assist in root cause analysis and corrective actions as necessary
  • Maintain technical competency and remain current in changes in technology and in the industry
  • Align with responsible Customer Success Managers or Client Partners to ensure internal programs are effective and performed at a level compliant with current LIVEPERSON processes and procedures
  • Conduct efficiency & effectiveness studies for productivity enhancement & process improvement in contact centre operations, and present findings to primary stakeholders or decision makers on the customer side
  • Provide analytical inputs to multiple product owners on customer utilization, feedback and enhancement requests, to support development prioritization planning
  • (for Ops Excellence Director only - remove for Ops Excellence Manager) Lead, train & monitor the performance of team members to ensure efficiency in service operations and meeting of individual & group targets
  • Timely and accurate completion of duties
  • Travel for work, up to 30% of the time


Your qualifications are: 

  • BA/BS degree 
  • Strong Operational knowledge of contact center’s and associated KPI’s
  • Leadership skills to direct workflow and lead a team
  • Proficiency in Google Workspace (preferred) or MS Suite (Excel, PowerPoint, Word)
  • Six Sigma certificate a plus (yellow or green)
  • Excellent verbal and written communication skills required
  • Ability to prioritize workload for self and team based on business need
  • Must be able to meet business needs given competing priorities
  • Demonstrates agility and the ability to meet tight deadlines and make quick decisions in a very versatile environment
  • Strong attention to detail
  • Organizational skills
  • Strong interpersonal skills – ability to communicate long-term vision, build cross-functional relationships and effectively delegate tasks
  • Demonstrate business acumen and critical thinking skills by using data to quickly establish high value priorities and develop a plan to close gaps
  • Experience working closely with your team in an ever-changing, rapid growth environment with tight deadlines 


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.

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