Job Description
About your tasks:
* 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
About you:
* 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
Additional Information
About your benefits:
In order to provide you with the best possible support for your individual needs - whether it‘s living a healthy life, having enough time for your family, or developing your skills - we offer a wide range of different, site-specific 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.