Director, Agent PM - Replicant

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 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.

What You'll Do

• Lead a team of engagement managers. Manage, coach, and develop a team of EMs — setting the bar for delivery quality, problem-solving tough situations, and helping them grow into stronger owners.
• Own portfolio health, end to end. Keep a finger on the pulse of every client and engagement — spotting risk early, stepping into hard situations personally, and ensuring successful project outcomes.
• Be your clients' trusted advisor on AI-driven CX transformation. Build relationships with senior leaders and become their point person on AI, helping reshape their customer experience.
• Grow the accounts. Proactively identify expansion and growth opportunities, partnering with Sales to turn successful deployments into larger, deeper relationships.
• Drive cross-functional partnership. Bring the voice of the customer back to Replicant — working closely with Marketing, Sales, Product, and Engineering to influence the roadmap and go-to-market strategy.
• Be a visible voice for Replicant in the market. Represent Replicant's point of view on AI in customer service with customers, at industry events, and through published playbooks and perspectives.
• Raise the delivery bar. Turn portfolio patterns into standards, staffing models, and playbooks that elevate the entire Delivery organization.

What You'll Bring

• Executive presence. At ease in the C-suite, able to read a boardroom and hold the attention of senior leaders on both business and technology.
• Leadership through others. Get satisfaction from a team delivering excellent work and developing people into owners.
• Business ownership mindset. See a portfolio as something to grow, instinctively looking for opportunities and risks.
• Credible market perspective. A strong point of view on AI in customer service and comfort sharing it in executive conversations, on stage, or in writing.
• High standards. Deep care for conversation outcomes and customer success.
• Technical and AI fluency. Comfortable with platform configuration and AI/automation concepts without writing code, utilizing tools like Claude, Codex, or Cursor daily.
• Thrive in ambiguity. Energized by broad mandates and shifting priorities.

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%