Senior Product Manager, Chat Strategy

Verizon•Alpharetta, GA

1d•$128,000 - $245,000•Hybrid

About The Position

As the Sr. Product Manager of Chat Strategy within the VBG Digital organization, you will champion the conversational commerce experience across the entire digital sales funnel. You will lead a high-performing, cross-functional practice to deliver a seamless, natural, and best-in-class live chat and messaging product. This role requires a blend of strategic vision, AI/machine learning familiarity, and a relentless focus on conversion growth and customer experience (CX).

Requirements

Bachelor’s degree or four or more years of relevant work experience.
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Six or more years of experience in Product Management, Program Management, Operations, or Technology (specifically within digital sales/e-commerce funnels).
Experience in Sales Chat and Messaging technology, with end-to-end product delivery experience.
Direct, hands-on experience managing LivePerson or similar chat platforms.
Analytical experience; experience leveraging data and metrics to build business cases and drive continuous optimization.
Demonstrated experience working cross-functionally across Product, Engineering (GTS), Design, and Operations.

Nice To Haves

Experience navigating and collaborating across complex, matrixed omni-channel environments.
Deep understanding of digital segmentation, personalization strategies, and multivariate behavioral testing.
Familiarity with product management frameworks and tools (Jira).
Exceptional communication skills with the ability to pivot quickly amid changing business priorities.

Responsibilities

Define and execute a customer-first, long-term product strategy focused on driving incremental sales via conversational channels.
Own end-to-end feature delivery, managing trade-offs, and objectively prioritizing backlog items using tools like Jira and Confluence.
Capture, document, and translate complex business requirements into crisp user stories, product requirements documents, and technical solutions.
Oversee the core sales chat and messaging technology stack, including LivePerson (partner platform), automation layers, and agent augmentation solutions.
Directly author, test, and optimize content scripts, intents, and conversational flows to enhance agents sales quotas.
Partner deeply with Sales Operations to conduct daily transcript monitoring, hourly defect reporting, and supervisor calibrations.
Translate daily VOC data into actionable feedback, directly training chat representatives and supervisors on script optimization and product updates.
Act as the primary point of contact for real-time troubleshooting and problem resolution across the chat ecosystem.
Collaborate with GTS/engineering teams to transfer customer insights into technical architecture, and work with UX designers to map front-end dependencies and resolve friction points.
Provide regular roadmap status updates to senior leadership, proactively identifying dependencies and delivering clear mitigation strategies.
Act as the internal subject matter expert on emerging industry trends in conversational AI, messaging, and digital sales funnels.