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