Senior Product Manager – Consumer Experience & Digital Engagement

Location: USA, EST | Fully Remote

About the Role

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.

We are looking for a Senior Product Manager – Consumer Experience to lead the strategy and execution for our Consumer Experience Platform, with ownership of our first-party customer engagement channels, including the Web Messaging Window and In-App Mobile SDKs. This is a highly strategic product area responsible for delivering intuitive, personalized, intelligent, and secure conversational experiences that enable millions of consumers to seamlessly engage with enterprise brands across digital channels.

As the Senior Product Manager for Consumer Experience, you will define the vision for customer-facing conversational experiences, AI-assisted engagement, and extensible platform capabilities that power modern digital customer interactions. Working closely with Engineering, Design, AI, Customer Success, and enterprise customers, you will transform complex customer journeys into seamless digital experiences that improve engagement, customer satisfaction, business outcomes, and AI adoption.

Responsibilities

• Develop and articulate a compelling product vision and strategy for the Consumer Experience, ensuring alignment with LivePerson's overall business objectives and AI-first platform strategy.
• Define, evaluate, and prioritize features based on customer feedback, market insights, usability research, business objectives, and product analytics, with a focus on consumer engagement, digital journey optimization, accessibility, AI-powered interactions, and conversion.
• Create and maintain a comprehensive product roadmap covering consumer experience on web and mobile, AI-assisted workflows, and extensibility capabilities.
• Partner closely with Engineering, UX Design, AI/ML, Infrastructure, Customer Success, Sales, Solution Engineering, and Platform teams to deliver scalable, secure, performant, and intuitive customer experiences across first-party digital channels.
• Champion user-centered design principles to simplify customer journeys, reduce interaction friction, improve accessibility, increase engagement, drive successful self-service, and create delightful conversational experiences across web and mobile platforms.
• Engage directly with enterprise customers, digital product teams, mobile teams, developers, UX researchers, and end users to understand customer journeys, pain points, engagement challenges, and emerging needs, translating insights into product opportunities.
• Continuously monitor industry trends in conversational AI, customer engagement platforms, messaging technologies, digital experience platforms, mobile SDKs, web technologies, accessibility, customer identity, and competitive offerings to inform product strategy.
• Collaborate with Marketing, Sales, Customer Success, and Solution Engineering to successfully launch new Consumer Experience capabilities, drive customer adoption, maximize platform usage, and communicate product value.
• Define and monitor key product metrics such as Consumer Engagement, Conversation Initiation Rate, Conversion Rate, completion rates, customer satisfaction, resolution times, AI feature adoption, and operational efficiency to guide product decisions.
• Stay current with advancements in AI-powered customer engagement, conversational interfaces, mobile technologies, web platforms, accessibility standards, identity management, developer platforms, and modern SaaS product design to drive innovation across the Consumer Experience.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred).
• 5+ years of Product Management experience with a proven track record of delivering enterprise SaaS products or platforms.
• Experience building customer-facing digital products across web applications, mobile applications, messaging platforms, mobile SDKs, or consumer engagement platforms.
• Experience working closely with UX designers to build intuitive, accessible, and user-centric consumer 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 digital customer journeys, engagement strategies, and business objectives.
• Strong technical aptitude with experience working alongside engineering teams building scalable consumer-facing platforms.
• Passion for AI, customer experience, enterprise digital engagement, and solving complex business problems through thoughtful product design.

Pay

The salary range for this role will be between $130,000 - $145,000 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
  • Comprehensive medical, dental, and vision insurance.
  • Wellness resources and programs, including an EAP plan.
  • Confidential and free Employee Assistance Program (EAP) providing professional counseling.
• Financial Security & Growth
  • 401(k) Retirement Plan with a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution).
  • HSA & FSA Plans for health-related expenses on a pre-tax basis.
  • Employee Stock Purchase Program (ESPP) with a discount on company shares.
  • 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.
  • Access to internal professional development resources.
• Time Away & Family Support
  • Flexible Paid Time Off (PTO) with manager approval.
  • Paid public holidays.
  • Generous parental leave policy, including maternity/paternity support and fertility services.
• Workplace Flexibility
  • Fully remote role with excellent work-life balance and flexibility.
  • Dedicated WeWork spaces available for in-person collaboration.