Operations Program Lead

LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You'll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you're someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

Overview:

The COVID-19 pandemic has caused massive shifts in the way that consumers think about healthcare. Once willing to disrupt their daily routines and seek care from a doctor for every illness, ailment, or injury, patients have realized that healthcare can (and should) be delivered on their own terms, in the comfort of their own homes. In particular, testing - the entry point to understanding your health - has been revolutionized into a consumer-facing business. People have realized that they can cut out the overly-complex, expensive medical system by using new delivery modalities for testing. By doing this, every person can understand what's happening within their bodies and own their own health.

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers to join the team.

We'll build the consumer marketplace for testing and screening services to shift care to the home, create standards that improve the experience, and bring resources directly to the consumer. Through modern technology, clinical engines that identify a person's likely testing needs, and simple tie-ins to clinical support, the new venture is poised to transform how every American receives diagnostic care.

As the Operations Program Lead in Colorado, you will be important to the development of this new program. Beginning with the Consumer MVP launch in the Denver area, you will develop our program according to the demographic needs of the area and reporting on the success of programs in your region. You will be the "boots on the ground" working hand in hand with Claire's service partners, lab partners, and internal operations to expand and develop our systems from MVP to launch.

You will have an opportunity to join this business at the launch of the Denver MVP and have an impact on the success of Claire. Your role and responsibilities as the Operations Program Lead will develop in direct correlation to the success of this regional MVP.

You will:

• Assist customers with daily support issues
• Guide customers through the Claire journey from purchase to results delivery
• Lead the collection, analysis, and reporting of customer experience data for your region
• Advocate as the voice of the customer to guide internal development teams to improve customer experiences and platform development based on your data analysis
• Identify opportunities for program operation improvements based on friction point analysis
• improve on the regional operations and experiences to improve internal systems based on feedback from customers and partners
• Manage customer support and program operations for local MVP area
• Be an on-the-ground leader to resolve operational issues with delivery partners in real time
• Measure program success related to defined MVP KPIs
• Develop relationships with local on-the-ground delivery partners (GetLabs, LabCorp) to expand influence and manage program needs
• Follow industry trends to adjust the MVP program based on demographic requirements for your region while sharing best practices and lessons learned to increase the program efficiency

You have:

• Minimum 2 years working experience in Business or Program Operations
• Bachelor's degree or equivalent experience in business operations, program management, customer success, customer support, account management, and/or business development required
• Experience implementing and optimizing consumer applications recommended
• Adapt to changing needs
• Process optimization and experience building excellent customer experiences
• Experience assessing user data to create personalized, contextual, real-time insights to power customer interactions and acquisition
• Excellent Google and MS office: Documents / Word, Slides / PowerPoint, Sheets / Excel, Project
• Reduce complex systems, or information into understandable terms for non-technical customers and partners

Nice

• Experience in Consumer-Facing Business
• Experience in Customer Support, Customer Success, or Account Management
• Experience in B2B Partner Programs
• Experience in Healthcare and/or Health Tech
• Benefits:

• Health: medical, mental, dental, and vision
• Time away: vacation, dependent care, holidays, wellness days, and more
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement, native AI learning
• Additional: WFH support, 24/7 access to professional counselors, voluntary ins. coverage, exclusive perks and discounts

Why you'll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces.

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

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