AI Program Manager, Customer Service (24 months FTC) (d/f/m)

Job description

mobile.de is Germany’s largest vehicle marketplace, with more than 1.6 million listed cars, commercial vehicles, motorcycles, and e-bikes (annual average 2025). Both private customers and registered vehicle dealers use the platform and benefit from more than 140 million visits per month*. As a “one‑stop shop,” mobile.de’s offering includes not only buying and selling, but also financing and leasing solutions. Founded in 1996, the company is a subsidiary of Adevinta, a global leader in online classified portals.

What you’ll do & Who you are

Based in Berlin‑Charlottenburg, we offer a dynamic environment where growth, learning, and collaboration are at the heart of everything we do. If you are driven by an eagerness to disrupt, have a passion for collaboration, and are excited about shaping the future of mobility, we would love to hear from you.

At mobile.de, we are scaling AI across Customer Service (e.g., Voice AI, Chat AI, Email AI) to deliver measurable customer and operational impact—fast. As our new AI Program Manager, Customer Service , you will own this transformation end‑to‑end: from strategy and roadmap to planning, implementation, rollout, and continuous improvement. A key enabler is already in place: the AI provider has been selected. This means the role is strongly execution‑focused—turning the chosen platform/vendor into tangible, reliable outcomes in production, while shaping the use‑case roadmap, operating model, governance, and adoption.

Job requirements

What you bring

• Several years of experience in program/project management and/or transformation delivery in complex, cross‑functional environments (ideally Customer Service / CX)
• Proven ability to plan and implement initiatives end‑to‑end (not only strategy or coordination)
• Strong stakeholder management skills; able to create clarity, alignment, and momentum under time pressure
• Data‑and outcome‑driven mindset; confident steering impact via KPIs and performance monitoring
• Experience with AI/automation in service is a plus (e.g., conversational AI, LLM‑enabled workflows, knowledge automation)
• Business fluent German (minimum C1) and English

Nice to have

• Experience with Salesforce Service Cloud and ideally Agentforce / Salesforce AI capabilities
• Familiarity with contact center ecosystems (routing/CTI/voice, QA, knowledge management, analytics)

Job responsibilities

What you’ll do

• Own the AI strategy & roadmap for Customer Service: identify and prioritize use cases, define outcomes, and align scope, timelines, and dependencies
• Lead execution end‑to‑end: drive initiatives from discovery/design through implementation, rollout, and hypercare—ensuring speed and quality
• Set up and run governance: establish decision forums/steering cadence, status reporting, and RAID management (risks/assumptions/issues/dependencies)
• Drive cross‑functional delivery: align and coordinate CS Operations, IT/Engineering, Data/Analytics, Product, Legal/Compliance, and Security
• Manage partners/vendors (if applicable): steer delivery performance and ensure reliable outcomes
• Enable adoption & operational readiness: rollout planning, change communication, training, SOPs, escalation paths, and quality standards
• Measure performance and improve continuously: build and run a KPI framework (incl. deflection rate) and own a structured iteration/action plan post go‑live
• Coach and lead functionally: mentor the existing colleague on project/program management, stakeholder communication, and structured execution; help them grow into bigger ownership

What success looks like

• A clear AI roadmap is delivered fast and reliably , supported by strong governance and stakeholder alignment
• Deflection rate increases while service quality (e.g., CSAT/FCR) is maintained or improved
• Go‑lives are smooth, adoption is strong, and operations are stable post‑launch

Job benefits

• Rewards: competitive base salary and participation in the company’s incentive programs.
• Plan for the Future: On top of the statutory retirement insurance, we offer a competitive company pension scheme.
• Team‑Building: Regular team and company events offer the opportunity to network and learn from each other.
• Learning & Development: Keep growing with access to coaching, learning platforms and resources.
• Mobility: Stay mobile with a monthly transportation allowance.
• Enjoy working: Our well‑equipped office supports focused work and teamwork - plus inviting social zones where colleagues can relax and connect
• Flexible working: a hybrid approach with the option to work abroad for a set number of days per year.
• Wellbeing: confidential employee assistance and support services available to employees and their immediate families.
• Family support: enhanced parental leave and family‑friendly policies to support all parents and careers.

Meaningful Work

We are a diverse, international, highly skilled and passionate team committed to a world where people share more and waste less. Every day you will have the opportunity to make a huge difference for our users, customers as well as shape the future.

Embracing AI

We're at the forefront of integrating cutting‑edge AI technologies into our operations. Being part of mobile.de you will work with and learn about AI tools, contributing to projects that leverage AI to enhance efficiency, improve customer experiences, and drive our mission forward. With an AI‑first mindset, we foster a culture of continuous learning and experimentation, empowering our team to explore and apply AI in meaningful ways for the company and themselves.

Growth and Development

We are a global organisation who truly believes in growing our people. To support this we offer lots of development and training opportunities and provide a budget for our team members.

Connection and Inclusion

Our culture is the glue that holds us together. We believe in making meaningful connections and creating an inclusive atmosphere with lots of opportunities to connect both in your day to day work and through social team activities (online and offline).

mobile.de is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

(*Source: mobile.de Google Analytics Tracking, average per month January to December 2025)