Public summary
Join a leading European e-pharmacy in a senior leadership role focused on advancing AI-driven customer service and advisory solutions. Lead product strategy for conversational AI across chat, voice, and self-service, managing a team of product managers and collaborating cross-functionally to transform customer interactions and service processes using AI.
Location and work setup
- Location
- Cologne
- Remote status
- Hybrid
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Define and execute the product strategy for conversational AI across chat and voice platforms in web and app environments; lead development of AI-powered tools to enhance agent efficiency; redesign customer service workflows integrating AI; develop end-to-end self-service experiences enabling seamless customer problem resolution; establish metrics and frameworks to evaluate service quality, customer satisfaction, and productivity.
Qualifications
Proven leadership experience in AI or conversational product management, preferably within customer service or contact center contexts; expertise building and scaling AI-driven conversational products, including intent classification, dialogue management, and large language model-based systems; ability to bridge product and operational requirements to develop scalable solutions; experience leading and mentoring product manager teams; comfortable navigating complex, cross-functional organizational structures.