Senior Manager, Agent PM

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Lead, manage, mentor, and nurture a team of engagement managers.

• Oversee the complete health of each client and engagement within the portfolio.

• Proactively identify risks, address challenging situations, and ensure projects achieve the expected customer outcomes.

• Foster trusted-advisor relationships with senior leaders in customer organizations focusing on AI-driven customer experience transformation.

• Collaborate with Sales to pinpoint opportunities for account expansion and growth.

• Provide customer insights to Marketing, Sales, Product, and Engineering teams to shape the roadmap and go-to-market strategy.

• Represent Replicant’s viewpoint on AI in customer service at industry events and through published playbooks and insights.

• Transform portfolio patterns into delivery standards, staffing models, and playbooks for the wider Delivery organization.

⛳️ Requirements

• 6–8 years of experience in customer-facing delivery, consulting, or professional services.

• Experience in managing people or a clear readiness to take on team leadership.

• Proven history of growing customer accounts or managing a portfolio of business.

• Bachelor’s degree in a technical discipline or equivalent experience.

• Willingness to travel approximately 25% of the time.

• Executive presence and credibility with senior leaders.

• Ability to lead through others and cultivate a sense of ownership among team members.

• Mindset focused on business and portfolio ownership.

• Credible viewpoints on AI in customer service, comfortable presenting in executive discussions, on stage, or in written formats.

• Technical fluency in platform configuration and AI/automation concepts without the need to write code.

• Daily familiarity with tools like Claude, Codex, or Cursor.

• Capability to excel in ambiguous situations and adapt to changing priorities.

🏝️ Benefits

• Company-wide offsite events and smaller team meetups.

• Funding for conferences, books, and courses through a tech and learning stipend.

• Remote work culture with flexible calendar management.

• Flexible vacation policy.

• Paid sabbatical after five years of service.

• Comprehensive benefits package.

• Stipend for physical and mental well-being.

• Competitive salary offerings.

• Equity opportunities with shared ownership in the company.