Senior Product Manager – Consumer Experience & Digital Engagement

Role Overview

Senior Product Manager for Consumer Experience & Digital Engagement on LivePerson’s Product team. Own the strategy and execution for the Consumer Experience Platform and first-party customer engagement channels, including the Web Messaging Window and In-App Mobile SDKs.

Key Responsibilities

• Product Strategy: Define and communicate a compelling product vision aligned with business objectives and an AI-first platform strategy.
• Feature Prioritization: Prioritize features using customer feedback, market insights, usability research, business goals, and product analytics—focused on engagement, journey optimization, accessibility, AI-powered interactions, and conversion.
• Roadmap Planning: Build and maintain a roadmap for web and mobile consumer experience, AI-assisted workflows, and platform extensibility.
• Cross-Functional Collaboration: Partner with Engineering, UX Design, AI/ML, Infrastructure, Customer Success, Sales, Solution Engineering, and Platform teams to deliver scalable, secure, performant experiences across first-party digital channels.
• Consumer Experience & Engagement: Apply user-centered design to reduce friction, improve accessibility, increase engagement, and enable delightful self-service.
• Customer Research: Work with enterprise customers, product/mobile teams, developers, UX researchers, and end users to understand journeys and pain points, and translate insights into product opportunities.
• Market Analysis: Monitor trends across conversational AI, engagement/messaging tech, digital experience platforms, mobile SDKs, web technologies, accessibility, customer identity, and competitors.
• Go-to-Market (GTM): Collaborate with Marketing, Sales, Customer Success, and Solution Engineering to launch capabilities, drive adoption, and communicate product value.
• Performance Tracking: Define and track metrics such as engagement, conversation initiation, conversion, completion, customer satisfaction, resolution times, AI feature adoption, and operational efficiency.

Requirements & Qualifications

• Experience as a Product Manager with ownership of customer-facing digital experiences and/or engagement platforms.
• Ability to translate complex customer journeys into seamless web/mobile experiences.
• Strong collaboration across Engineering, Design, AI/ML, and customer-facing teams.
• Data-driven approach to defining and tracking product metrics.

Nice-to-Haves

• Familiarity with messaging technologies, web messaging components, and mobile SDKs.
• Experience incorporating accessibility considerations into product design.
• Exposure to conversational AI product domains and AI feature adoption tracking.