Senior Product Manager - Agent Experience

About this role

<p><strong>Location:</strong> Berlin, Germany&nbsp; <strong>Remote Status:</strong> Fully Remote (#LI-Remote)</p> <p>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.</p> <h3><strong>Position Overview</strong></h3> <p>We are looking for a <strong>Senior Technical Product Manager – Agent Experience</strong> to join the LivePerson Product team and lead the strategy and execution for our <strong>Agent and Manager Workspace</strong>. 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.</p> <p>As the <strong>Senior Product Manager for Agent Experience</strong>, 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.</p> <h3><strong>You Will: Key Responsibilities &amp; Impact</strong></h3> <ul class="ul1"> <li class="li1"><strong>Product Strategy: </strong>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.</li> <li class="li1"><strong>Feature Prioritization:</strong> 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.</li> <li class="li1"><strong>Roadmap Planning: </strong>Create and maintain a comprehensive product roadmap covering Agent Workspace, Manager Experience, authentication, secure forms, AI-assisted workflows, and extensibility capabilities.</li> <li class="li1"><strong>Cross-Functional Collaboration: </strong>Partner closely with Engineering, UX Design, AI/ML, Infrastructure, Customer Success, Sales, and Solution Engineering to deliver scalable, secure, and intuitive agent experiences.</li> <li class="li1"><strong>Agent Productivity &amp; Experience:</strong> Champion user-centered design principles to simplify complex workflows, reduce agent effort, improve task completion, and enable faster, higher-quality customer conversations.</li> <li class="li1"><strong>Customer Research:</strong> Engage directly with enterprise customers, contact center leaders, agents, and partners to understand operational pain points, validate solutions, and translate insights into product opportunities.</li> <li class="li1"><strong>Market Analysis: </strong>Continuously monitor industry trends in customer service platforms, contact center technology, AI copilots, workforce productivity, conversational interfaces, and competitive offerings to inform product strategy.</li> <li class="li1"><strong>Go-to-Market Strategy:</strong> Collaborate with Marketing, Sales, and Customer Success to successfully launch new Agent Experience capabilities, drive adoption, and maximize customer value.</li> <li class="li1"><strong>Performance Tracking: </strong>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.</li> <li class="li1"><strong>Thought Leadership: </strong>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.</li> </ul> <h3><strong>You Have: Required Skills &amp; Qualifications</strong></h3> <ul> <li><strong>5+ years</strong> of Product Management experience with a proven track record of delivering enterprise SaaS products or platforms.</li> <li>Experience building products for customer service agents, contact center operations, employee productivity, workflow management, or enterprise applications.</li> <li>Strong understanding of authentication, security, APIs, enterprise integrations, identity and access management, and cloud-native architectures.</li> <li>Experience working closely with UX designers to build intuitive, user-centric enterprise experiences.</li> <li>Proven ability to define product strategy, prioritize initiatives, and execute roadmaps in fast-paced Agile environments.</li> <li>Strong analytical skills with experience using qualitative and quantitative data to drive product decisions.</li> <li>Excellent communication, stakeholder management, and leadership skills with the ability to influence cross-functional teams.</li> <li>Experience engaging directly with enterprise customers to understand workflows, pain points, and operational challenges.</li> <li>Passion for AI, customer experience, enterprise productivity, and solving complex business problems through thoughtful product design.</li> <li>Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred).</li> </ul> <h3><strong>Our Benefits &amp; Perks</strong></h3> <p>We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.</p> <h4><strong>💰 Financial Security &amp; Growth</strong></h4> <ul> <li><str