Public summary
A leading European e-pharmacy is seeking a Product Director to lead the development and strategy of conversational AI tools for customer service and pharmaceutical advisory. This leadership role involves overseeing AI-powered chat and voice experiences, managing product teams, and collaborating across departments to transform customer interactions using advanced AI technology in a healthcare context.
Responsibilities
Define and drive the end-to-end product strategy for conversational AI across chat, voice, and self-service channels. Lead development of AI agent tools to enhance efficiency and focus human agents on complex cases. Own workflow automation and operations integration, redesigning customer service and pharma advisory processes with AI at the core. Shape seamless self-service experiences. Establish and evolve performance measurement frameworks including deflection rates, customer satisfaction, resolution quality, and agent productivity. Lead and develop a team of Product Managers, ensuring cross-functional collaboration with operations, engineering, and data science teams.
Qualifications
Proven leadership experience in AI or conversational product domains, preferably within customer service or contact center environments. Experience building and scaling AI-driven products, with strong understanding of intent classification, dialogue design, or large language model-based systems. Skilled at bridging product and operations by translating real-world constraints into scalable solutions. Demonstrated ability to lead and develop product management teams in complex, cross-functional settings.