Public summary
Leading conversational AI product strategy to enhance customer service and pharma advisory in a major European e-pharmacy. Role involves managing product managers and collaborating across operations, engineering, and data science to innovate chat, voice, and self-service solutions.
Responsibilities
Define and drive end-to-end product strategy for conversational AI covering chat and voice across web and app platforms. Lead development of AI-powered tools to improve agent efficiency and focus on high-value cases. Own workflow automation and integration of operations processes with AI. Shape self-service experiences enabling customers to resolve post-purchase issues independently. Establish and refine measurement frameworks including deflection rates, customer satisfaction (CSAT), resolution quality, and agent productivity.
Qualifications
Strong leadership experience in AI or conversational product domains, particularly within customer service or contact center environments. Proven experience building and scaling AI-driven products with knowledge of intent classification, dialogue flows, and large language model systems. Skilled in bridging product and operations to create scalable solutions. Experience leading and developing product management teams and working in complex cross-functional environments.