Product Manager AI & Customer Experience (all genders)

Your role

As our Product Manager for AI & Customer Experience, you will define and own the product vision for our next-generation, AI-enabled customer service. You will lead the transition from traditional, human-heavy workflows to an automation-first service model across all channels, such as chat, email, and voice. Working at the intersection of Operations, Tech, and Growth, you will ensure that AI not only drives efficiency but also turns customer service into a powerful engine for retention and revenue.

• Define and execute the roadmap for AI-enabled service models, ensuring seamless transitions between automated systems and human escalation paths
• Partner closely with Customer Service Operations and Engineering to implement and continuously refine service tooling and AI systems to maximize efficiency
• Own the reporting and improvement of key success metrics such as containment rates, automation coverage, and CSAT
• Act as the central interface between CS, IT, Data, and the Chief DIgital Officer, driving internal adoption and trust in AI through clear enablement and feedback loops
• Scale our automation capabilities at high velocity while maintaining a relentless focus on reliability, compliance, and customer experience

Your profile

• 2+ years of experience in digital product management, with a proven track record in CX, platform, or automation-driven products
• Strong technical understanding of AI systems, specifically Conversational AI, LLMs, and data-driven decisioning; hands-on experience in these areas is a significant plus
• A proven track record of translating complex business goals into scalable digital products
• Experience working in cross-functional environments, seamlessly collaborating across tech, operations, marketing, and commercial teams
• A highly analytical and KPI-driven mindset, with a passion for experimentation and continuous process optimization
• Resilience in transformation environments, with the ability to navigate ambiguity and deliver results under high expectations
• Ideally, but not a must: experience with CS platforms like Zendesk

What we offer

• An appealing discount on all of our products – from essential oils to vitamins & nutrients
• We offer 28 days of paid time off per year plus up to 5 days off between Christmas and New Year
• The Urban Sports Club membership and either Swapfiets bike rental or a subsidy for the Deutschlandticket
• We believe great things happen when we meet in person, which is why we embrace a hybrid model with one home office day per week – up to two depending on the area you are working in – and up to two weeks per year working from abroad
• Receive various discounts of up to more than 50 percent on attractive brands such as Flaconi, Bosch, Apple or Expedia
• You will be given real ownership and plenty of room for new initiatives, as well as the opportunity to contribute your expertise and implement your great ideas
• Inviting office spaces with access to plenty of organic teas and superfoods from around the world
• We like to celebrate each other! Regular tea & office parties, Christmas and summer feasts and various influencer events such as Women's Day

Apply with your CV and cover letter .