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Replicant is an AI-first customer service platform that powers AI agents handling millions of calls monthly for Fortune 500 companies. These agents process payments, book appointments, authenticate users, and resolve customer requests 24/7, while the platform provides real-time conversation intelligence to help contact center leaders improve agent performance.
As Senior Manager of Agent PM, you will lead a team of engagement managers responsible for a portfolio of enterprise customer deployments. You own end-to-end portfolio health, ensuring every deployment delivers promised outcomes and identifying risks early. You serve as a trusted advisor to senior customer leaders on AI-driven customer experience transformation, building deep relationships and becoming their go-to voice on AI strategy and market trends.
Key responsibilities include: managing and developing a team of engagement managers, setting delivery quality standards, and coaching them through complex situations; proactively identifying account expansion and growth opportunities and partnering with Sales to deepen customer relationships; representing Replicant's perspective on AI in customer service at industry events and through thought leadership; and driving cross-functional collaboration with Marketing, Sales, Product, and Engineering to shape go-to-market strategy and product roadmap based on customer insights.
You think like a business owner, not a project manager. You're comfortable in the C-suite, read boardrooms well, and command credibility on both business and technology. You're technically fluent enough to discuss platform configuration and AI/automation concepts without coding, and you use AI tools daily. You thrive in ambiguity, bringing order to broad mandates and shifting priorities. You hold a high bar for delivery quality and feel personally accountable when customers receive mediocre outcomes.
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%.
Replicant offers remote-by-design work, company-wide offsites for in-person connection, tech and learning stipends, flexible vacation, paid sabbatical after 5 years, comprehensive health and wellness benefits, competitive salaries, and equity ownership in a fast-growing AI company.
