Senior Manager, AI Transformation — Customer Service

Stellenbeschreibung:

You are responsible for transforming the telephone service into an AI-supported contact center, from concept through to operations.
You identify the highest-impact AI use cases in customer service and drive them from idea to live production.
You translate operational service requirements into clear user stories for voice and chatbots and own the backlog.
You oversee implementation end-to-end and build the area with your own budget and an interdisciplinary, agile team.
You consolidate telephony, CRM and bots together with IT into a unified platform.
You monitor the market, make decisions on adopting new technologies, and are accountable for quality and efficiency in customer interactions.

Requirements

You come from telephone-based customer service or a contact center and have held responsibility there for several years.
You have driven automation, voicebot or AI projects in service from concept through to operations.
You have a very good technical understanding of Conversational AI, telephony and CRM and the ability to assess technologies.
You have managed projects at the business–IT interface and work in an agile way.
You are fluent in German (business proficient, at least C1).

Core Competencies

Demonstrates expertise in transforming customer service through AI-supported solutions, with a strong focus on Conversational AI, telephony, and CRM integration. Proven ability to manage projects in an agile environment while ensuring quality and efficiency in customer interactions.