Product Director (Conversational AI)

TL;DR

Product Director (Conversational AI): Leading the transformation of customer service and pharma advisory through AI-powered systems across chat and voice with an accent on end-to-end product strategy and workflow automation. Focus on building LLM-based systems to improve deflection rates and enhancing the self-service experience for millions of customers.

Location: Munich, Germany (Hybrid)

Company

Europe’s No.1 e-pharmacy providing cutting-edge innovation in healthcare services.

What you will do

• Define and drive the product strategy for conversational AI across chat and voice interfaces.
• Lead the development of AI-powered tools to improve agent efficiency and focus on high-value cases.
• Redesign customer service and pharma processes through workflow automation and operations integration.
• Shape the end-to-end self-service experience for post-purchase needs.
• Establish and evolve measurement frameworks for CSAT, deflection rates, and agent productivity.

Requirements

• Strong leadership experience in AI or conversational product domains, ideally in customer service.
• Proven track record of building and scaling AI-driven products using LLMs, intent classification, or dialogue flows.
• Experience operating at the intersection of product and operations to create scalable solutions.
• Experience leading and developing teams of Product Managers.

Culture & Benefits

• Flexible work-from-home arrangements, including the possibility to work from anywhere in the EU for up to 20 days a year.
• Support for individual growth through internal and external professional training.
• Corporate pension plan with access to dedicated external consultants.
• Free and anonymous mental health support provided by nilo.
• Regular team-building events and company celebrations.