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.
Job Description - 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
* Strong leadership experience in AI or conversational product domains, ideally within customer service or contact centre environments.
* Experience building and scaling AI‑driven products, with a solid understanding of concepts such as intent classification, dialogue flows, or LLM‑based systems.
* Experience working at the intersection of product and operations, translating real‑world constraints into scalable solutions.
* Worked and developed teams of Product Managers, 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 – 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 team building through creative team events and celebrate our successes together at regularly scheduled parties.
* Corporate pension plan: We offer a company pension scheme and a dedicated external consultant to offer you the best guidance and advice.
* Mental Health: Get quick and professional help from psychologists at Nilo if you feel overwhelmed in private or professional life. Anonymous and free of charge.
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