Product Director – Conversational AI CS & Pharma Advisory (m/f/d)

Jobbeschreibung

Company Description About Redcare Pharmacy: As Europe’s No.1 e-pharmacy Redcare Pharmacy is powered by passionate teams and cutting-edge innovation. We strive to create a healthy collaborative work environment where every employee feels valued and inspired to contribute to our vision “Until every human has their health”. If you’re seeking a career that offers purpose and aligns with your values join us and start your #Redcareer today. 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 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.