Posted on
Nov 16, 2021
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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.
Reporting to the SVP, Managed Services, the VP, Global Technology Services will establish and deliver a clearly defined and compelling vision and strategy, and lead, develop and grow LivePerson’s Technology Services for the company’s Managed Services organization, which is the fastest growing line of business at LivePerson. As a key member of the Managed Services leadership team, the VP, Global Technology Services will have frequent interactions with LivePerson’s senior management team and contribute to the formulation and execution of the Managed Services organization’s strategic direction.
In addition to leading Technology services, this VP will be charged with defining and realizing Managed Services’ Data, Analytics and Optimization vision and strategy, which includes designing the team, implementing technology, and establishing processes needed to execute.
Your key responsibilities would be:
Developing and realizing long-term Technology Services strategy and annual plans
Leading pre-sales tech due diligence, end-to-end technology implementation, optimization, and analytics with a team of 60, composed of AI strategy, conversation design, bot development, QA, AI tuning, and analysts
Leading, managing and developing a strong, performance-oriented Technology Services organization, capable of growing with the business in a sustainable and effective manner
Serving as global escalation point for customers regarding Technology Services
Working with enterprise brands’ C-suite executives (e.g., CIO/CTOs) to understand their business goals, laying out a transformation strategy/roadmap, and driving execution through iterative product development
Driving innovation through collaboration with product teams, executing on proof-of-concepts and being early adopters of new product features
Driving performance management to OKRs and KPIs on each account and on the overall portfolio, in partnership with Account management
Managing resource allocation, staff planning, third party partner management, and onboarding, including organization design and how teams will scale as the business grows
Envisioning and implementing continuous improvements in pre-sale scoping, technical implementation, and optimization processes
Partnering with the Managed Services Operations team to incorporate the voice of the human agent and to create the best customer experience from chat bot to human agent, while reducing labor costs
Developing and implementing scalable processes, procedures, and team structures to prepare for growth, and playing a leading role in directing change initiatives and process improvements
Recruiting, developing, and retaining top tier industry talent
Establishing strong and trusted relationships with executives across LivePerson
Your qualifications are:
Proven executive with experience leading and scaling high performing Technical Services teams, presenting and delivering to C-suite executives across all sizes of customer environments, globally
Ten plus years of demonstrative experience in technology services delivery, including client and resource management, ideally within a conversational AI or technical SaaS/subscription software service, product, or systems integrator environment
Considerable experience in a growing and scaling environment and optimizing Technology Services in the face of that growth
Ability to firmly grasp LivePerson’s platform and operations; passionate about business impact; truly understands how to create value for customers, the team, and shareholders
Demonstrates effective verbal and written communication to internal executives, C-level clients, partners, and team members
Extensive technical expertise with a desire and the ability to keep abreast of industry trends and best practices
Has managed software development teams and processes, including Agile development, and has driven performance management against OKRs and KPIs for a product, ideally B2C metrics and including web-based A/B testing
Data management, analytics, and visualization in the context of driving business results
Understanding of underlying technologies e.g., databases, Python, visualization tools used is a plus
Knowledge of bot design, development, and AI technologies such as Dialogflow, Watson, or LUIS, and Contact Center experience is a plus
Personal competencies:
Brings strategic vision, innovative thinking, and best practices to guide a Technology Services organization, coupled with a hands-on and tactical approach to enable effective implementation and evolution.
Demonstrates strong business judgment applied to routine and complex business challenges, and a healthy dose of persistent, creativity when finding ways to create solutions that help customers realize value and deliver on their objectives
Entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry
Effectively balances the desire/need for evolution with an understanding of how much change the organization is capable of handling; creates realistic goals and implementation plans that are achievable and successful
Sets clear and challenging goals while committing the organization to improved performance; tenacious and accountable in driving results
Comfortable with ambiguity and uncertainty; can adapt nimbly and lead others through complex situations
A smart risk-taker who seeks data and input from others to foresee possible threats or unintended circumstances from decisions
High degree of integrity and forethought in their approach to making decisions; acts in a transparent and consistent manner while always considering what is best for the organization
Ability to attract and recruit top talent, inspire, and motivate the team; delegates effectively, celebrates diversity within the team, and manages performance; widely viewed as a strong developer of others
Perseveres in the face of challenges and exhibits a steadfast resolve and relentless commitment to higher standards, which commands respect from followers
Self-motivated, self-reflective, inspirational, and trusted; leads by example and drives the organization's performance with an attitude of continuous improvement by being open to feedback and self-improvement
Culturally sensitive with the ability to understand those steeped in their way of doing things and inspires trust and followership through compelling influence, powerful charisma, passion in their beliefs, and active drive
Naturally connects and builds strong relationships with others, demonstrating strong emotional intelligence and a confident ability to drive engagement and influence across the organization
Encourages others to share the spotlight and visibly celebrates and supports the success of the team
Creates a sense of purpose/meaning for the team that generates followership beyond their own personality and engages others to the greater purpose for the organization
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
Why you’ll love working here:
LivePerson was named to Fast Company’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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