(Senior) Product Owner AI Customer Service (mfd)

As Product Owner - AI Customer Service (m / f / d) you will drive innovative customer service solutions for SIXT in a global omnichannel ecosystem. Leading the development of AI-powered customer inquiry automations enhancing case classification models and designing knowledge retrieval systems you will elevate the customer experience across channels. Your responsibilities include managing the full product lifecyclefrom requirements gathering to market launch and model performance trackingwhile advancing the Customer Service AI Solutions roadmap. Sounds interesting Apply now and join our team in Pullach near Munich.

YOUR ROLE AT SIXT

You develop innovative customer-oriented AI solutions for case deflections &  automations case classification and knowledge retrieval systems in a global Customer Service ecosystem

You define and drive the AI solution roadmap for Customer Service Transformation to significantly increase automation levels

You own and oversee the entire product lifecycle from requirements gathering to market launch collaborating closely with our GenAI Engineering team

You define evaluation and analytics frameworks to ensure best-in-class model selection and continuously optimize AI solution performance

You foster innovation by analyzing market trends and evaluating current tooling and model landscapes (e.g. Cognigy Salesforce Service Cloud Genesys)

You collaborate with a wide range of stakeholdersincluding Customer Service operations IT Engineering and business functionsaligning with decision-makers up to C-level

YOUR SKILLS MATTER

Experience  You have several of proven experience in digital Product Management (discovery and delivery) in an agile environment (Scrum / Kanban) successfully driving data- or AI-based products end-to-end

Tools  You possess hands-on experience with AI / ML or conversational AI solutions (e.g. chat / voice bots case classification knowledge retrieval) and ideally with platforms such as Cognigy Salesforce Service Cloud or Genesys

Model Evaluation & Analytics  You are adept in defining and interpreting evaluation metrics for AI modelsespecially for case classification (accuracy precision / recall routing quality automation impact)using insights to enhance performance

Knowledge Systems  You have experience with AI-driven knowledge management or retrieval systems (e.g. search RAG-based solutions) and are skilled at gathering structuring and preparing knowledge requirements for effective AI-powered responses

Self-Starter & Result-Orientation  You possess excellent logical analytical and strategic skills; structure your work efficiently; set clear goals and metrics; make data-driven decisions; and continuously optimize the business impact of your AI solutions

Communication  You have experience in multicultural stakeholder management across functions such as Customer Service IT Engineering and business teams with strong skills in consensus-building and decision-making

WHAT WE OFFER

• Extra benefits Enjoy discounts on SIXT rent share ride and SIXT attractive vehicle leasing offers and exclusive deals with partners for travel tech fashion and more
• Mobility boost We support you with a monthly mobility allowance of 20 per month for even more freedom
• Future security We contribute to your retirement plan and support you with capital-forming benefits to ensure you are well covered
• Feel-good atmosphere Stay active with our modern SIXT gym various leisure activities like the gaming area or the SIXT choir and enjoy our high-quality employee restaurant
• Flexibility Enjoy 30 days of vacation and a hybrid working model with flexible hours
• Giving back Take one day each year to volunteer at a charitable organization dedicated to supporting children

Additional Information :

About us :

We are a globally leading mobility service provider with a revenue of 4.00 billion and around 9000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental) SIXT share (car sharing) SIXT ride (taxi ride and chauffeur services) and SIXT (car subscription) giving our customers access to our fleet of 350000 vehicles the services of 4000 cooperation partners and around 5 million drivers worldwide. Together with our franchise partners we are present in more than 110 countries at 2000 rental stations. At SIXT top-tier customer experience and outstanding customer service are our highest priorities. We believe in true entrepreneurship and long-term stability and align our corporate strategy with foresight. Get started with us and apply now!

Remote Work : No

Employment Type : Full-time

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Experience : years

Vacancy : 1