Field Operations Business Process Manager

At LivePerson, our mission is to Create Meaningful Connections. Connection at the workplace inspires us to serve our clients exceptionally, to work together efficiently, and to get personally involved in our local communities. Our emphasis on connection leads to more opportunity— whether it’s increased value for our customers, product innovation, or community growth.

The role of the Field Operations Business Process Manager, based in our New York City office, is to support the Field team with processes, systems, and tools that result in higher performing and productive Sales and Customer Success teams. As part of a Field Operations team, the Business Process Manager will be responsible for helping to ensure global continuity in process execution within a matrix organization. The ideal candidate will possess a broad range of skills, including but not limited to; advanced organization skills, excellent communication capabilities, highly resourceful, deeply analytical and have a good understanding of business processes as they relate to a fast paced and high-growth company. We're looking for a detail oriented self-starter who enjoys working on a wide variety of projects, is able to interact with colleagues at all levels of the company, is agile and can adapt quickly to shifting priorities, and is able to provide sound business insight for building operational excellence.

* The Business Process Manager is a key leader and executor of operational process improvement and will work closely with other colleagues to design and implement process and solutions, including Business Systems, FP&A, Finance and Marketing. This role will serve as the subject matter expert in implementing process improvement methodologies for the field organization, developing and delivering best practices across teams and geographies, and introducing innovation into the processes that can impact operational results. * Proactively identify opportunities for Field process and system improvement. Work closely with field management to inspect process quality and prioritize opportunities for continuous improvement. * Assist field management in understanding process bottlenecks and inconsistencies. * Remain knowledgeable of key processes, business initiatives and internal resources in order to assist the field team in accomplishing company goals * Represent Field Operations on corporate projects that impact productivity and efficiency of the field organization and act as a liaison/partner between the Field Team and other internal customers * Document essential processes and engagement rules; help enforce those processes. * Know what quality data means and help us design and improve it. * Develop short and long term operational strategies and tactics designed to bring cohesiveness to internal processes * Prioritize and facilitate the execution of processes based on business impact and/or return on investment * Drive and lead organizational projects which provide operational process improvements and gain key by-in from constituents and impacted cross-functional team leadership. Effectively outline and mitigate those impacts by designing the most optimal plans.

* Undergraduate degree in Business, Finance or related field * 6-8 years of overall experience in field operations and/or business systems preferably in a software/technology company with increasing level of responsibility * Proficiency in Salesforce.com is a must * Experience working with technology and tools leveraged by the field organization to manage the business such as Financial Force, Apttus, Zuora, Marketo, Gainsight, MS Excel is a plus * Excellent written and verbal communication skills * The desire and capacity to work independently AND collaboratively. * Proven ability to build effective working relationships with all levels; interpersonal diplomacy; achieve goals through influencing, partnering and developing productive relationships with cross functional areas and key stakeholders * Experience in presentation, documentation, and influencing