Director, Agent PM

Job description

At Replicant, we believe AI should work for people, starting with customer service. That’s why we built a platform that helps contact centers resolve more requests, proactively identify issues, and improve agent performance with AI-powered conversation intelligence and AI agents that act like your best reps. Our AI agents handle millions of calls every month for Fortune 500 companies and high-growth innovators. From processing payments to booking appointments and authenticating users, they help customers get what they need instantly, 24/7. Meanwhile, our real-time conversation insights help contact center leaders coach better and improve every interaction. We’re leading the shift from legacy systems to AI-first service, powered by large language models (LLMs) and designed for enterprise scale, security, and empathy. If you’re excited by the potential of LLMs, voice AI, and building category-defining technology with a kind, ambitious team, you’ll love it here. We're expanding our Delivery team as our customer base grows. The Director, Agent PM leads a portfolio of engagement managers and the customers they serve — accountable for the health of every deployment in that portfolio, the strength of our most senior client relationships, and the growth of those accounts over time. It's a role for someone who can zoom from a single at-risk project to a multi-account growth strategy and back again in the same day. WHAT YOU'LL DO - Lead a team of engagement managers. You manage, coach, and develop a team of EMs — setting the bar for delivery quality, problem-solving tough situations with them, and helping them grow into stronger owners. Their success is how you measure your own. - Own portfolio health, end to end. You keep a finger on the pulse of every client and engagement in your portfolio — spotting risk early, stepping into the hard situations personally, and making sure each project lands the outcome the customer was promised. - Be your clients' trusted advisor on AI-driven CX transformation. You build and hold relationships with the most senior leaders in your customers' organizations and become their point person on AI — the one they call to make sense of what's happening in the space and how it should reshape their customer experience. You're the voice they trust when you tell them something they don't want to hear, and the partner who helps them see around the corner. - Grow the accounts. You proactively identify expansion and growth opportunities across your portfolio, partnering with Sales to turn successful deployments into larger, deeper, longer relationships. - Drive cross-functional partnership to shape how we win. You bring the voice of the customer back into Replicant — working closely with Marketing, Sales, Product, and Engineering to influence the roadmap, sharpen our go-to-market, and shape how we position and win in the market. - Be a visible voice for Replicant in the market. You represent Replicant's point of view on AI in customer service — with customers, at industry events, and through the playbooks and perspectives you put into the world — building the kind of reputation that makes senior buyers want to work with you specifically. - Raise the bar for how Replicant delivers. You take patterns across your portfolio and turn them into the standards, staffing models, and playbooks that make the whole Delivery org better — not just your own accounts. WHAT YOU'LL BRING - You carry yourself at the executive level. You're at ease in the C-suite — you read a boardroom, hold the attention of senior leaders, and command credibility on both the business and the technology. People trust you with their hardest decisions. - You lead through others. You get more satisfaction from a team delivering excellent work than from doing it all yourself — and you know how to develop people into owners. - You think like an owner of a business, not a project. You see a portfolio as something to grow, and you instinctively look for where the next opportunity or the next risk is hiding. - You have a point of view the market listens to. You bring a credible perspective on AI in customer service and you're comfortable putting it forward — in executive conversations, on stage, or in writing — to build Replicant's standing and your own. - You hold a high bar and feel it personally. You can't watch a customer get a mediocre outcome — and here that means caring deeply about the conversations our AI agents have in production. - You're technically fluent and AI-native. You hold your own on platform configuration, and AI/automation concepts without writing code — and you use tools like Claude, Codex, or Cursor daily to work better. - You thrive in ambiguity. Broad mandates and shifting priorities energize you; you bring order to them rather than waiting for someone else to. REQUIREMENTS - 6-8 years of customer-facing delivery, consulting, or professional-services experience - Experience managing people, or a 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 ~25% For all full-time employees, we offer: 🌴 In-person connection that counts: company-wide offsites and smaller team gatherings designed to make remote work feel personal 🖥️ Tech & learning stipend: Conferences, books, courses — interested? We’ll fund them 📍 Remote by design: We’re distributed — no guilt about life events, we trust you to manage your calendar 🏋️ Health & wellness: Flexible vacations, paid sabbatical after 5 years, comprehensive benefits, plus a stipend to support your physical and mental well-being 💸 Compensation that matches your impact: competitive salaries in the company you’re helping to build 📈 Equity with upside: We believe in shared ownership—You’ll own a real piece of a fast-growing AI company Our Values Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture. Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team. Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do. Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own. Replicant is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at talent@replicant.ai hr@replicant.ai and we’ll work to meet your needs.