Senior Technical Product Manager - Conversational AI

LivePerson is a leader in trusted enterprise conversational AI and digital transformation. This role focuses on the end-to-end AI lifecycle, responsible for defining the technical roadmap to enhance AI accuracy, scalability, and performance while collaborating with cross-functional teams to deliver innovative solutions.

Responsibilities:

• Develop and articulate a clear product vision and strategy for Conversational AI Teams, ensuring alignment with the company's goals and strategic advancements
• Define, review feature requests, and prioritize product features and enhancements based on customer feedback, market research, competitive analysis, and business objectives, focusing on message processing, real-time routing, and system scalability
• Create and maintain a detailed product roadmap, outlining key milestones, dependencies, and timelines for delivering new AI capabilities that enhance conversation handling and agent assist features
• Work closely with Engineering, Infrastructure, Cloud, AI/ML teams, Sales, and Customer Success to align priorities and drive execution of platform improvements that optimize system performance and reliability
• Champion a platform-first approach, ensuring the Conversational AI platform infrastructure is designed for high availability, low latency, and the ability to process billions of messages with optimal efficiency
• Conduct ongoing research and analysis to identify emerging trends in large-scale messaging, Conversational AI, AI-driven routing, and emerging LLM trends to inform platform evolution
• Engage with enterprise customers, partners, and internal stakeholders to gather insights on performance bottlenecks, pain points, and evolving needs, translating feedback into actionable product improvements
• Partner with Marketing, Sales, and Customer Success teams to develop go-to-market strategies, ensuring seamless adoption of new platform features and driving overall business impact
• Define key performance indicators (KPIs) and metrics to measure the effectiveness of Conversational AI platform capabilities, leveraging data to optimize performance, reduce latencies, and improve AI routing and resolution accuracy
• Stay informed about advancements in Conversational AI systems, large language models (LLMs), and best practices in high-scale AI infrastructure, sharing insights to drive platform innovation

Requirements:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred)
• 7+ years of experience in product management, with a track record of successfully launching and managing SaaS products or platforms. Having experience in AI/ML-centric SaaS products or platforms in the enterprise space is plus
• Deep understanding of Conversational AI systems, including natural language processing (NLP), Large Language Models (LLMs), dialog management, and the underlying technical architecture
• Proven ability to develop and execute product strategy, prioritize features, and drive product roadmap planning in a fast-paced, agile environment
• Strong analytical skills, with the ability to gather and interpret data, identify trends, and make data-driven decisions, Having AI performance metrics (e.g., resolution rate, accuracy, latency) is plus
• Excellent communication, collaboration, and leadership skills, with the ability to influence and inspire cross-functional teams
• Experience working with enterprise customers and a strong customer focus, with the ability to empathize with customer needs and pain points
• Passion for innovation, creativity, and solving complex problems to deliver impactful solutions in the rapidly evolving Conversational AI industry