Senior Technical Product Manager - Conversational AI

Role Description

This role focuses on the end-to-end AI lifecycle, encompassing systems for products Conversational AI, Conversational Builder, Agent Assist, KAI etc. You will be responsible for defining the technical roadmap to enhance AI accuracy, scalability, and performance, ensuring seamless and intelligent handling of customer interactions. Your work will directly impact customer satisfaction and operational efficiency by leveraging cutting-edge LLMs and natural language processing to deliver world-class conversational experiences. You will collaborate closely with cross-functional teams, including Engineering, Data Science, Sales, and Customer Success, to define product strategy, prioritize features, and deliver innovative solutions that ensure scalability, reliability, and best-in-class experiences for brands.

Key Responsibilities & Impact

• Product Strategy: Develop and articulate a clear product vision and strategy for Conversational AI Teams, ensuring alignment with the company's goals and strategic advancements.
• Feature Prioritization: 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.
• Roadmap Planning: 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.
• Cross-Functional Collaboration: 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.
• Scalability and Performance: 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.
• Market Analysis: 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.
• Customer Engagement: 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.
• Go-to-Market Strategy: 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.
• Performance Tracking: 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.
• Thought Leadership: 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.

Qualifications

• 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 a 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 a 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.

Requirements

• The salary range for this role will be between $130,000 - $150,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications.

Benefits

• Health & Wellbeing:
  • Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.
  • Wellness Resources: Access to wellbeing resources and programs including our EAP plan.
  • Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.
• Financial Security & Growth:
  • 401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution).
  • HSA & FSA Plans: To help you plan for health-related expenses on a pre-tax basis.
  • Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
  • Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
  • Development: Access to internal professional development resources.
• Time Away & Family Support:
  • Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
  • Paid Public Holidays.
  • Generous Parental Leave Policy: Including maternity/paternity support and fertility services.
• Workplace Flexibility:
  • Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.