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

About This Opportunity

Our talent team is representing a confidential e-commerce organization in Germany seeking a Customer Operations AI & Automation Manager. This is a hands-on role at the heart of operational excellence, where you'll drive the AI agenda across customer-facing operations. You'll identify, implement, and monitor AI-powered features that improve efficiency, quality, and customer experience while managing multiple cross-functional projects simultaneously.

The Operational Excellence team partners closely with frontline customer support and fraud verification teams to continuously improve how the organization works. Your mission will be making operations faster, smarter, and more scalable, with AI and automation as key levers.

Responsibilities

• Drive the end-to-end lifecycle of AI features across Customer Operations, from ideation and business case through implementation to ongoing monitoring and optimization
• Play an active, hands-on role building and refining use cases for AI Chat and AI Email agents together with Customer Support and Fraud & Verification teams
• Own monitoring and performance tracking of live AI features, ensuring they deliver expected efficiency and quality gains
• Act as the central point of contact for AI-related topics across the department
• Manage multiple simultaneous projects for different stakeholders, keeping timelines, priorities, and expectations aligned
• Partner with Customer Operations teams to understand pain points and translate them into AI/automation opportunities
• Coordinate with cross-functional stakeholders to bring projects to life
• Proactively identify inefficiencies and opportunities for process improvement beyond AI applications
• Challenge the status quo with creative, outside-the-box problem-solving

What We're Looking For

• Excellent German language skills (written and spoken) - required
• Proven operational excellence experience in Customer Support and Fraud Operations
• Strong understanding of AI/automation applications in operations (chatbots, intelligent routing, building procedures and workflows)
• Track record managing multiple concurrent projects for different stakeholders with strong prioritization and organizational skills
• Experience managing the lifecycle of live features/tools post-launch, including monitoring, performance tracking, and continuous improvement
• Excellent stakeholder management skills; comfortable working with both frontline teams and senior leadership
• Strong analytical and problem-solving abilities with creativity to find non-obvious solutions
• Excellent communication skills; very proactive and transparent communicator

How We Work With You

When you apply through Get A Job.ai, one of our recruiters will review your profile and conduct an initial screening conversation. If there's a strong match, we'll submit your application to our client on your behalf and guide you through their interview process. Please do not attempt to contact the client directly, as all applications must come through our firm to be considered.

Benefits

Our client offers a modern, dynamic culture with significant professional development support, including an annual development budget of €1,500. The role provides flexible hybrid work arrangements, unlimited vacation days in addition to 30 days standard allowance, monthly mobility allowance of €30, company bike leasing program, company pension scheme, subsidized gym membership (€25/month for EGYM WELLPASS), and regular company events and team activities.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.