Senior Product Manager - Agent Experience

Location: Berlin, Germany  Remote Status: Fully Remote (#LI-Remote)

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

Position Overview

We are looking for a Senior Technical Product Manager – Agent Experience to join the LivePerson Product team and lead the strategy and execution for our Agent and Manager Workspace. This is a highly strategic product area responsible for empowering thousands of customer service agents and supervisors with intuitive, intelligent, and secure experiences that enable them to efficiently manage conversations at enterprise scale.

As the Senior Product Manager for Agent Experience, you will define the vision for agent productivity, AI-assisted workflows, and extensible platform capabilities that power modern customer service operations. Working closely with Engineering, Design, AI, Customer Success, and enterprise customers, you will transform complex operational challenges into seamless user experiences that improve agent efficiency, customer satisfaction, and business outcomes.

You Will: Key Responsibilities & Impact

• Product Strategy: Develop and articulate a compelling product vision and strategy for the Agent Experience, ensuring alignment with LivePerson's overall business objectives and AI-first platform strategy.
• Feature Prioritization: Define, evaluate, and prioritize features based on customer feedback, market insights, usability research, business objectives, and product analytics, with a focus on agent productivity, workflow optimization, and operational efficiency.
• Roadmap Planning: Create and maintain a comprehensive product roadmap covering Agent Workspace, Manager Experience, authentication, secure forms, AI-assisted workflows, and extensibility capabilities.
• Cross-Functional Collaboration: Partner closely with Engineering, UX Design, AI/ML, Infrastructure, Customer Success, Sales, and Solution Engineering to deliver scalable, secure, and intuitive agent experiences.
• Agent Productivity & Experience: Champion user-centered design principles to simplify complex workflows, reduce agent effort, improve task completion, and enable faster, higher-quality customer conversations.
• Customer Research: Engage directly with enterprise customers, contact center leaders, agents, and partners to understand operational pain points, validate solutions, and translate insights into product opportunities.
• Market Analysis: Continuously monitor industry trends in customer service platforms, contact center technology, AI copilots, workforce productivity, conversational interfaces, and competitive offerings to inform product strategy.
• Go-to-Market Strategy: Collaborate with Marketing, Sales, and Customer Success to successfully launch new Agent Experience capabilities, drive adoption, and maximize customer value.
• Performance Tracking: Define and monitor key product metrics such as agent productivity, workspace adoption, workflow completion rates, customer satisfaction, resolution times, AI feature adoption, and operational efficiency to guide product decisions.
• Thought Leadership: Stay current with advancements in AI-assisted customer service, enterprise UX, agent productivity tools, identity and access management, and modern SaaS product design to drive innovation across the Agent Experience.

You Have: Required Skills & Qualifications

• 5+ years of Product Management experience with a proven track record of delivering enterprise SaaS products or platforms.
• Experience building products for customer service agents, contact center operations, employee productivity, workflow management, or enterprise applications.
• Strong understanding of authentication, security, APIs, enterprise integrations, identity and access management, and cloud-native architectures.
• Experience working closely with UX designers to build intuitive, user-centric enterprise experiences.
• Proven ability to define product strategy, prioritize initiatives, and execute roadmaps in fast-paced Agile environments.
• Strong analytical skills with experience using qualitative and quantitative data to drive product decisions.
• Excellent communication, stakeholder management, and leadership skills with the ability to influence cross-functional teams.
• Experience engaging directly with enterprise customers to understand workflows, pain points, and operational challenges.
• Passion for AI, customer experience, enterprise productivity, and solving complex business problems through thoughtful product design.
• Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred).

Our Benefits & Perks

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

💰 Financial Security & Growth

• Additional Pension scheme:  deferred pension scheme (LivePerson contributes 20%), ESPP and annual bonus depending on achievements
• Equipment: Internet and Mobile reimbursement
• Development: Access to internal professional development resources.

👨‍👩‍👧‍👦 Time Away & Family Support

• Flexible Paid Time Off (PTO): Personal time off 33 days , vacation (28 days) and care days (5)
• Paid Public Holidays.

Volunteering Days:  Use them to make a difference in your community. Whether it's a cleanup, supporting a local initiative or holding an “Ehrenamt”, just let us know! We're here to help you create a meaningful impact.

💻 Workplace Flexibility

• Remote-First Model: Be flexible, work flexibly and from anywhere  - no defined working hours or boundaries with offices in Mannheim and Berlin
• Monthly Connection: Join our monthly connection pizza day in the office!

Why You’ll Love Working Here

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.

Belonging at LivePerson: Equal Opportunity Employer

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.

Accessibility Commitment

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

Important Candidate Notice

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com