Project Manager – Customer Operations AI & Automation (f/m/d)

About This Opportunity

We are representing a confidential online gaming client in Germany who is seeking a Project Manager to lead their Customer Operations AI & Automation initiatives. This is a hands-on role where you'll drive the identification, implementation, and monitoring of AI-powered features and projects that enhance efficiency, quality, and customer experience across all customer-facing operations.

You'll work cross-functionally with multiple stakeholders, managing several projects simultaneously while developing smarter ways of working. The Operational Excellence team sits at the center of Customer Operations, collaborating closely with Customer Support and Payments, Fraud & Verification teams to continuously improve processes and make them faster, smarter, and more scalable.

Responsibilities

AI Implementation & Lifecycle Management

• Manage the complete lifecycle of AI features within Customer Operations – from initial concept and business case through implementation to ongoing monitoring and optimization
• Work actively on implementation in the initial phase, developing concrete use cases for AI Chat and AI Email Agents alongside Customer Support and Payments, Fraud & Verification teams
• Own monitoring and performance tracking of implemented AI features, ensuring they deliver expected efficiency and quality improvements
• Identify issues early and ensure rapid resolution
• Serve as the central point of contact for all AI-related matters within the department

Project & Stakeholder Management

• Manage multiple parallel projects for different stakeholders while maintaining oversight of timelines, priorities, and expectations
• Collaborate closely with Customer Operations teams, understanding their pain points and translating them into concrete AI and automation opportunities
• Coordinate with various cross-functional stakeholders to successfully deliver projects

Operational Excellence

• Proactively identify inefficiencies and process improvement opportunities – both where AI can be applied and in general processes that can be simplified or optimized
• Bring a "think outside the box" mentality, questioning existing working methods and developing new, smarter solutions

What We're Looking For

• Very strong German language skills (written and spoken) are essential
• Proven experience in Operational Excellence (OPEX) within Customer Support and Fraud Operations environments
• Solid understanding of how AI and automation can be deployed in operational settings, including chatbots, intelligent routing, and building processes and workflows
• Experience managing multiple projects simultaneously for different stakeholders, with excellent prioritization and organizational capabilities
• Experience with the lifecycle of implemented features and tools – including monitoring, performance tracking, and continuous optimization
• Strong stakeholder management skills and confidence working with both operational teams and senior leadership
• Excellent analytical and problem-solving abilities with creativity to identify non-obvious solutions
• Strong communication skills with a proactive and transparent communication style

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Please apply exclusively through our platform and do not contact the client directly, as we manage the recruitment process on their behalf.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout our recruitment process.