About the Role
At Redcare, millions of customer interactions span from simple order questions to complex pharma advisory — and we are transforming how these are handled through AI. In this role, you will lead the shift toward AI-powered customer service and advisory, building systems that are fast, accurate, and safe in a healthcare context. As Product Director for Conversational AI, you will own the end-to-end product strategy across chat, voice, and self-service, while leading a team of Product Managers and driving cross‑functional collaboration across operations, engineering, and data science. This is a highly impactful leadership role where you shape how customers interact with Redcare at scale.
Responsibilities
* Define and drive the product strategy for conversational AI, covering chat and voice experiences across web and app
* Lead the development of AI-powered agent tools, improving efficiency and enabling human agents to focus on high-value cases
* Own workflow automation and operations integration, redesigning customer service and pharma processes with AI at the core
* Shape the end-to-end self‑service experience, enabling customers to resolve post‑purchase needs independently and seamlessly
* Establish and evolve the measurement framework, including deflection rates, CSAT, resolution quality, and agent productivity
Qualifications
* You bring strong leadership experience in AI or conversational product domains, ideally within customer service or contact centre environments
* You have built and scaled AI-driven products, with a solid understanding of concepts like intent classification, dialogue flows, or LLM-based systems
* You are experienced in working at the intersection of product and operations, translating real‑world constraints into scalable solutions
* You have led and developed teams of Product Managers, and are comfortable operating in complex, cross‑functional environments
Benefits
* Work from Home: If your job does not require you to be present in the office, we can arrange the place you work from individually — even for up to 20 days a year anywhere in the EU.
* Personal development: Grow! We support and encourage your individual development through various in‑ and external trainings.
* Redcare events: We promote teambuilding through creative team events, and celebrate our successes together at regularly scheduled parties.
* Corporate pension plan: We offer a company pension scheme and have a dedicated external consultant to offer you the best guidance and advice.
* Mental Health: Get quick and professional help from psychologists of nilo if you feel overwhelmed in private or professional life. Anonymous and free of charge.
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