Public summary
Lead the development and strategy of AI-powered conversational products in customer service and pharma advisory for a leading e-pharmacy. Oversee teams and collaborate across engineering and data science to enhance chatbot, voice, and self-service experiences, improving efficiency and customer satisfaction at scale.
Responsibilities
Define and drive product strategy for conversational AI across chat, voice, and app platforms. Lead AI agent tools development to optimize agent efficiency. Integrate AI into customer service workflows and operations. Design end-to-end self-service experiences enabling autonomous customer support. Establish metrics such as deflection rates, CSAT, and resolution quality to measure success. Manage and grow a team of Product Managers in a cross-functional environment.
Qualifications
Proven leadership in AI or conversational product domains, ideally within customer service or contact centres. Experience building and scaling AI-driven products with knowledge of intent classification, dialogue flows, or large language model systems. Strong skills in bridging product and operations to create scalable solutions. Demonstrated success leading Product Manager teams and working in complex, cross-departmental teams.