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

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.

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 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

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.