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

About you:

• You bring strong leadership experience in AI or conversational product domains, ideally within custom...