Public summary
A leading European e-pharmacy seeks an experienced Product Director to lead the development and execution of conversational AI strategies in their customer service and pharmaceutical advisory functions. This role oversees product management teams and collaborates across operations, engineering, and data science to create AI-driven chat, voice, and self-service solutions, enhancing efficiency and customer experience at scale.
Responsibilities
Define and implement the end-to-end product strategy for conversational AI across web and app platforms; lead the development of AI tools to support and enhance human agent performance; redesign customer service and pharmaceutical advisory workflows integrating AI, focusing on automation and operational efficiency; manage the entire self-service customer journey to facilitate seamless post-purchase issue resolution; develop and maintain key performance measurement frameworks including deflection rates, customer satisfaction, resolution quality, and agent productivity; lead and mentor a team of Product Managers while driving cross-departmental initiatives.
Qualifications
Proven leadership experience in conversational AI or related product domains, ideally within customer service or contact center environments; demonstrated ability to build and scale AI-driven products, with knowledge of intent classification, dialogue management, and large language model systems; strong skills in bridging product management and operational requirements to create scalable AI solutions; experience managing cross-functional teams and complex project environments; excellent communication and strategic planning capabilities.