Product Director – Conversational AI CS & Pharma Advisory (mfd)

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 its 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.

Remote Work :

No

Employment Type :

Full-time