Senior Product Manager - Agent Experience

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.

• 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.

• 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).

• 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.
• 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.
• 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!