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Product Director – Conversational AI CS & Pharma Advisory (m/f/d)
Full-time
As Europe's No.1 e-pharmacy, Redcare Pharmacy handles millions of customer interactions, from simple order questions to complex pharma advisory, and is transforming how these are handled through AI. As Product Director for Conversational AI, you will own the end-to-end product strategy across chat, voice, and self-service while leading a team of Product Managers and driving cross-functional collaboration across operations, engineering, and data science.
About your tasks
Define and drive the product strategy for conversational AI, covering chat and voice experiences across web and app.
Lead the development of AI-powered agent tools, enabling human agents to focus on high-value cases.
Own workflow automation and operations integration, redesigning customer service and pharma processes with AI at the core.
Shape the end-to-end self-service experience, enabling customers to resolve post-purchase needs independently.
Establish and evolve the measurement framework, including deflection rates, CSAT, resolution quality, and agent productivity.
About you
Strong leadership experience in AI or conversational product domains, ideally within customer service or contact centre environments.
Experience building and scaling AI-driven products with understanding of intent classification, dialogue flows, or LLM-based systems.
Experience working at the intersection of product and operations.
A track record of leading and developing teams of Product Managers.
