Director of Product for AI & Agentic Customer Support
About this role
Job title: Director of Product for AI & Agentic Customer Support
About the Role Director of Product for AI & Agentic Customer Support to own the strategy and outcomes for how Flex resolves customer issues — automatically, intelligently, and at scale. You will define the agentic architecture, multi-quarter roadmap, and the metrics that drive automation, self-resolution, and improved customer outcomes. This role shapes how bill payers discover and engage with support across AI, chat, voice, and human channels.
What You'll Do
- Own the strategy and outcomes for all things agentic, set the multi-quarter roadmap for automated resolution, intelligent routing, and agent augmentation.
- Define and own the key metrics: customer resolution rate, automation rate, first contact resolution, and average handle time reduction for human agents; drive the product decisions that move them.
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