Senior Manager, Agent PM
RemoteUnited States or Canada
Job Summary
Lead a portfolio of engagement managers, coaching the team to deliver quality outcomes while you personally step in to resolve tough situations and ensure every project meets customer promises. Own end-to-end portfolio health by spotting risks early and driving growth opportunities across accounts through strategic partnerships with Sales. Serve as the trusted advisor to senior client leaders on AI-driven CX transformation, shaping their customer experience while representing Replicant's voice at industry events and in executive conversations. Collaborate cross-functionally with Marketing, Product, and Engineering to influence roadmaps and refine go-to-market strategies. Translate portfolio patterns into organizational standards and playbooks that elevate the entire Delivery team. Manage a book of business with a 25% travel requirement, leveraging your executive presence to command credibility with C-suite stakeholders.
Required Qualifications
- 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%
Desired Qualifications
- 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.
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