Public summary
Join a leading European e-pharmacy to lead the transformation of customer service through AI-driven conversational interfaces. As Product Director, you will define and execute strategy across chat, voice, and self-service platforms, leading a team of Product Managers to develop innovative AI-powered tools for pharma advisory and customer interactions. This role involves close collaboration with operations, engineering, and data science teams to enhance customer experience and operational efficiency at scale.
Responsibilities
Define and drive product strategy for conversational AI covering chat and voice experiences on web and app platforms; lead development of AI-powered tools to improve agent efficiency and focus; own workflow automation and integration of AI into customer service and pharma advisory processes; design seamless end-to-end self-service experiences for customers; establish and evolve measurement frameworks including deflection rates, CSAT, resolution quality, and agent productivity; lead and develop a team of Product Managers; foster cross-functional collaboration across operations, engineering, and data science.
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 knowledge of intent classification, dialogue flows, and large language model-based systems; ability to translate real-world operational constraints into scalable product solutions; experience managing and developing Product Management teams; comfortable operating in complex, cross-functional environments.