Senior Manager, Agent PM

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🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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Replicant

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Replicant is a company that provides an advanced conversational AI platform designed to autonomously resolve customer service interactions. Their technology helps businesses enhance efficiency and customer satisfaction by resolving up to 80% of customer inquiries without the need for additional agents. The platform excels in reducing handle times, improving CSAT scores, and decreasing agent turnover. Replicant's solutions are utilized across various industries such as insurance, healthcare, consumer services, retail, and transportation. The platform is enterprise-grade, offering reliable, human-sounding AI interactions with sophisticated voice and transcription capabilities, ensuring accuracy and security for their clients.

📋 Description

• Lead, manage, coach, and develop a team of engagement managers • Own the end-to-end health of every client and engagement in the portfolio • Identify risks early, resolve difficult situations, and ensure projects deliver promised customer outcomes • Build trusted-advisor relationships with senior customer leaders on AI-driven customer-experience transformation • Identify account expansion and growth opportunities in partnership with Sales • Bring customer insights to Marketing, Sales, Product, and Engineering to influence the roadmap and go-to-market strategy • Represent Replicant’s perspective on AI in customer service with customers, at industry events, and through published playbooks and perspectives • Turn portfolio patterns into delivery standards, staffing models, and playbooks for the broader Delivery organization

🎯 Requirements

• 6–8 years of customer-facing delivery, consulting, or professional-services experience • Experience managing people, or clear readiness to step into team leadership • Track record of growing customer accounts or managing a book of business • Bachelor’s degree in a technical field or equivalent • Ability to travel approximately 25% • Executive-level presence and credibility with senior leaders • Ability to lead through others and develop people into owners • Business and portfolio ownership mindset • Credible perspective on AI in customer service and comfort presenting it in executive conversations, on stage, or in writing • Technical fluency in platform configuration and AI/automation concepts without writing code • Daily use of tools such as Claude, Codex, or Cursor • Ability to thrive in ambiguity and shifting priorities

🏖️ Benefits

• Company-wide offsites and smaller team gatherings • Conferences, books, and courses funded through a tech and learning stipend • Remote work by design with flexible calendar management • Flexible vacations • Paid sabbatical after 5 years • Comprehensive benefits • Physical and mental well-being stipend • Competitive salaries • Equity with shared ownership in the company