Senior Director, Agentic Service Experience
Core
Leading the strategy, execution, and scaling of AI-powered agentic service capabilities (email, chat, voice) to improve customer experience and operational outcomes for NAPS contact center customers.
Role type
Senior Director, Product & Operations Leadership (Agentic AI)
Builds
AI agent product capabilities, operating models, and governance frameworks for enterprise-scale conversational AI.
Domain
Healthcare / Customer Experience / Artificial Intelligence
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Product management, team leadership (7+ years), AI/conversational AI product ownership, enterprise AI platform experience, cross-functional collaboration, data analytics, change control, budget management
Preferred skills
Sierra platform experience, healthcare/life sciences domain, multi-channel operations, responsible AI governance, management consulting partnership
Technologies
Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex, Cognigy, Ada, Intercom Fin, Kore.ai
Responsibilities
Define vision and strategy for agentic service function; lead interdependent capability areas (Product, Process, Tuning, Analysis); own end-to-end agent performance and roadmap; manage vendor (Sierra) and internal tech accountability; establish governance, risk, and change control; manage function budget and investment; develop high-performance team.
Seniority
Senior Director, hands-on IC with strategic leadership