Senior Director, Agentic Service Experience

For our client, we are seeking a Senior Director, Agentic Service Experience to join the team of a leader in the Pharmaceuticals & Biotech space. This role will lead a high-impact technology function focused on shaping AI-enabled service experiences and operational outcomes across complex customer journeys. The leader will align product, performance, and workflow capabilities to strengthen how human and automated support work together. This position will partner closely with internal stakeholders and external technology partners to drive accountability, investment alignment, and measurable business results. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $168,500 – $280,900 annually Responsibilities Lead the Agentic Service Experience function and align multiple capability areas, including Product Management and Agent Performance. Oversee and develop first- and second-line leaders, ensuring accountability and integrated team outcomes. Serve as the accountable leader for end-to-end AI-enabled service outcomes while balancing priorities and driving decisions. Own the senior business relationship with an AI vendor, ensuring accountability and investment alignment. Define the comprehensive agent workflow and oversee AI-human integration within customer journeys. Qualifications 13+ years of professional experience, including 4+ years in product management and 1+ year in AI or automation technology products. 6+ years of experience in a leadership role within product, operations, or technology environments. Proven track record in measuring success through operational outcomes rather than just feature delivery. Hands-on experience with enterprise-scale conversational AI platforms or similar tools. Strong analytical skills for defining metrics and making evidence-based decisions. Benefits Hybrid work arrangement with required on-site presence in Fort Worth approximately once a month. Opportunity for domestic travel up to 25%. Access to a competitive total rewards package including insurance, retirement plans, and performance bonuses. Strong emphasis on professional development and growth opportunities within the organization. Potential for involvement in transformative programs alongside consultancy firms. Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.