Senior Product Manager – Consumer Experience & Digital Engagement

Senior Product Manager – Consumer Experience & Digital Engagement

New York, New York

Location: USA, EST Remote Status: Fully Remote (#LI-Remote)

Live Person (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 Live Person the #1 Most Innovative AI Company in the world.

We are looking for a Senior Product Manager – Consumer Experience to join the Live Person Product team and lead the strategy and execution for our Consumer Experience Platform
, with ownership of our first-party customer engagement channel
s, 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.

• Product Strategy: Develop and articulate a compelling product vision and strategy for the Consumer Experience, ensuring alignment with Live Person'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 consumer engagement, digital journey optimization, accessibility, AI-powered interactions, and conversion.
• Roadmap Planning: Create and maintain a comprehensive product roadmap covering consumer experience on web and mobile, AI-assisted workflows, and extensibility capabilities.
• Cross-Functional Collaboration: 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.
• Consumer Experience & Engagement: 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.
  
  Customer Research:
  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.
• Market Analysis: 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.
• Go-to-Market 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.
  
  Performance Tracking:
  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.
• Thought Leadership: Stay current with advancements in AI-powered customer engagement, conversational interfaces,…